Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers

A. Omni-Channel

B. Page Layouts

C. Record Types

D. Support Processes

E. Article Types

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Approval Process that assigns an Article to a Reviewer Queue.

B. Knowledge Action to Publish an Article once the Article is approved.

C. Validation Rules for article record types to verify all fields during creation.

D. Data Category to assign an article record type to a Reviewer.

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

A. Service level agreement

B. First call resolution

C. Average handle time

D. Customer satisfaction survey

Which document should be created to support the initial planning phase of an implementation project? (Choose 2)

A. Requirements traceability matrix

B. Solution design document

C. Project milestones

D. Project kickoff presentation

What is a benefit of a customer community? Choose 2 answers.

A. Eliminates the need to track service level agreements

B. Reduces incoming call volume

C. Enables customers to log inquires without contacting an agent

D. Eliminates the need for support agents

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A. Create multiple CSV files, one for each article type

B. Create HTML files referencing image to be uploaded

C. Match each new article to an existing article type

D. Create a single CSV file, including all article types

E. Load all articles with the Apex data loader tool

Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume.

In addition, the company needs to report on the metric listed below.

Average handle time (AHT)

Adherence to service level agreements (SLAs)

Which data source would Universal Containers need in order to gather this information? Choose 3

answers

A. Automatic Call Distributor (ACD)

B. Entitlements

C. Workflow Management (WFM)

D. Chat log history

E. Interactive Voice Response (IVR)

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a consultant recommend?

A. Create a report using the Case Lifecyle report type

B. Create a report using the Case age report type

C. Create a report using the Case snapshot report type

D. Create a report using the Case historical trending report type

One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

A. Restore the data using the available backup.

B. Log a Data Recovery case with Salesforce Support.

C. Use Data Loader to delete the corrupt data.

D. Manually update the corrupt data to correct it.

UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

A. Automatic call distributor and interactive voice response

B. Workforce management and customer satisfaction score

C. Average handling time and first call resolution time

D. Agent skill-based routing and predictive dialer