Question: 1
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customer to review activities.
Cases can only be closed after the customer review has been completed
Universal containers needs to determine whether the work orders and customers contacts should be stored as child cases or on a related custom object
Which three aspects should the consultant consider to meet these requirements? Choose 3 answers
Question: 2
Which two solutions should a consultant recommend while designing a plan to decrease a company's cost per call? Choose 2 answers
Question: 3
Universal Containers needs to customize Salesforce to improve its Support Agents experience so they can work more efficiently. Which feature requires Service Console?
Question: 4
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers
Question: 5
Universal Containers Contact Center wants to increase its profit margins by promoting call deflection within Service Cloud Which two solutions should a Consultant recommend?
Choose 2 answers
