What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

A. Recommend articles during a call for a support agent

B. Suggest articles for a web-to-case question

C. Suggest articles for an email-to-case question

D. Recommend articles prior to a Live Agent session

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.

Which Service Cloud feature should the Consultant recommend to address this requirement?

A. Salesforce Console

B. Entitlements and Milestones

C. Case Escalation

D. Case Assignment

Universal Containers would like for article to be different channel for social interactions.

What solution should a consultant recommend?

A. Set up communication channel layouts in the object manager to use Insert Article into Social post.

B. Set up insert Article into Social post and enable the customer community portal.

C. Create a Chatter group and invite the customer to join with an external chatter user.

D. Create a Visualforce page on the customer community portal.

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A. Community

B. Web -to -Case

C. Live Agent

D. Chatter Questions

Universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultant recommend.

A. Contracts and SLASs

B. Chatter Answers

C. Contacts

D. Cases

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.

CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.

What is the recommended solution to meet the requirements?

A. Knowledge One with Article Recommendations

B. Experience Cloud with self-support

C. Omni-Channel with Skills-Based Routing.

D. Live Agent and Live Message

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A. Salesforce for Twitter

B. Live Agent

C. Salesforce Knowledge

D. Open CTI

Milestones can be added to which two Object types? Choose 2 answers

A. Account

B. Work Order

C. Last

D. service

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.

When implementing Salesforce, what solution should a consultant recommend for this scenario?

A. Email-to-Case

B. Salesforce for Outlook

C. Web-to-Case

D. On-Demand Email-to-Case

Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.

What feature should a consultant recommend to meet this requirement?

A. Omni-Channel

B. Social Conversation Component

C. AppExchange solution

D. Custom Lightning Component