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Which feature ofSalesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

A.

Display articles in a public knowledge base.

B.

Display articles in Salesforce Answers.

C.

Display articles with HTML, images, and links.

D.

Publish articles to the Web using Salesforce Publisher.

Universal Containers support manager wants to share product-specific information with their customerCommunities. What should a consultant recommend to meet this requirement? Choose 3 answers

A.

Assign Article types to the Community

B.

Enable Public Solutions

C.

Enable Article deliveries

D.

Publish Articles to external channels

E.

Configure Content Library permission

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A.

Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

B.

Use Web Services API to integrate the external database with Salesforce

C.

Create a custom product bug object and import data into Salesforce

D.

Use Bulk API to load the product bug data into Salesforce

A contact center manager is looking for ways tooverall cost per case.

What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A.

Average number of activities per case

B.

Average number of articles attached to a case

C.

Total number of cases by origin

D.

Average customer satisfaction score by case

Which three features should a Consultant recommend to allow a customer to resolve issuesthroughself-service? Choose 3 answers

A.

Customer Community

B.

Web -to -Case

C.

Live Agent

D.

Knowledge Base

E.

Chatter Answers

Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objectsin a single view while working on a case.

How should the requirement be met?

A.

Create a custom report

B.

Create a custom related list on the case

C.

Create a custom view on the Case tab

D.

Create a custom Visualforce page

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A.

To provide online security threat information

B.

To provide live and historical data on system performance

C.

To provide information planning planned maintenance

D.

To provide live support for system and data backup

E.

To provide best practices for continuity plans

Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?

A.

Enable the case survey object for the customer portal

B.

Utilize an AppExchange package to handle customer surveys

C.

Create a validation rule for case survey email templates

D.

Modify the user interface settings for the case survey sidebar

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A.

The specific Quick Action must be added to the Case Feed.

B.

Global Actions need to be on the publisher layout.

C.

The specific Quick Action must be added to the Case record page.

D.

Quick Actions must be enabled in the org.

Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

A.

Average days to close

B.

Average handle time

C.

Firstcall resolution

D.

Abandon rate