How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Add the Knowledge Component to the Service Console.

B. Add the Knowledge tab to the Console app.

C. Create email templates with Knowledge Articles attached.

D. Add the Suggested Article widget to the Case page layout.

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

A. Create Knowledge Articles and publish internally and publicly.

B. Configure IVR routing to bypass Tier 1 for the product line.

C. Configure Omni-channel to assign cases directly to Tier 2.

D. Create a dashboard to track and manage call volumes by type.

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.

What is the recommended method to meet the requirements?

A. Smart Links

B. Apex Trigger

C. Approval Process

D. Article Translation

Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure Assignment Rules based on Case Priority.

B. Add the Entitlements related list to the Account Page Layout.

C. Create a Report of all active Entitlements grouped by Customers.

D. Configure Success, Warning, and Violation Actions for Milestones.

Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: ?Customer order history ?Level of contracted support ?List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

A. An enterprise resource planning system

B. A knowledge management system

C. A workforce management system

D. A third -party mobile application platform

Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

A. Milestones

B. Assets

C. Service contracts

D. Cases

Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

A. Answers can be exposed to partner portal users

B. External users can subscribe to Answers

C. Escalate a question to a case

D. Knowledge articles can be created from Answers

E. Select best answers for questions.

Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:

1.

Support attachments up to 30 MB per inquiry

2.

Over 10,000 inquiries per day

What solution should a consultant recommend to meet these requirements?

A. Emall-to-Case

B. Customer Chatter groups

C. Web-to-Case

D. On-Demand Email-to-Case

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

A. Mass Email

B. Chatter Groups

C. Public Groups

D. Escalation Rules

Which technology will allow a client to enable ideas on a public website? There are two correct answers.

A. Force.com Sites

B. Customer portalPartner portal

C. Self-service portal

D. Partner portal

E. Force.com Web Services API