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Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

A.

Comment Search Component

B.

Comments List View

C.

Global Search

D.

Search Utility Component

Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A.

Create abucket field on a report to calculate the percentage of escalated cases

B.

Create a case report with a custom summary formula to calculate the percentage of escalated cases

C.

Create a formula field on the case record to calculate percentage of escalated cases

D.

Create a daily snapshot report of all cases and calculate percentage of escalated cases

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

A.

Increased call deflection

B.

Increased call routing accuracy

C.

Reducedissue resolution time

D.

Reduced support channels

E.

Optimized useof resources

A Service Rep transfers a Live Agent Chat to another Rep.

Which two things willhappened?

A.

The Customer is shown the new Rep's name

B.

Both Service Reps can chat with the customer

C.

The chat transcripts and case are transferred

D.

The Customer doesn't know they were transferred

Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

A.

Use a Change Set

B.

Manually re-create the Permission Sets

C.

Create an Unmanaged Package

D.

Publish a Managed Package

In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.

What should a Consultant recommend to support this exercise?

A.

Allow the exercise to be done in a Production instance

B.

Use aFull copy sandbox for the DR exercise

C.

Use a Partial sandbox for the DR exercise

D.

Use a Developer Pro sandbox for the DR exercise

Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating emailresponses to the related Salesforce case.

What should a Consultant recommend to address this issue?

A.

Insert a reference Thread ID in the email subject template

B.

Use Omni-Channel to automatically route inbound email

C.

Assign a user to manually manage incoming email

D.

Convert to an On-Demand Email-to-Case setup

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality withconfiguration?

A.

Remove these fields from the page layout and add the components to the highlights panel.

B.

Add these fields to the page layout and add the components to the highlights panel

C.

Remove these fields from the page layout and add the fieldsto the highlights panel

D.

Add the fields to the page layout and add the fields to the highlights panel.

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A.

set a cutoff date of 1.5 months before user acceptance testing for any change requests.

B.

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

C.

Deliver the entire project simultaneously so as to present UC with a completed solution.

D.

Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

A.

Contact Salesforce to send a report on article efficacy.

B.

Send out a monthly survey to customers requesting feedback.

C.

Install Knowledge Base Dashboards and Reports AppExchange package.

D.

Create a group of super users that will evaluate and manage articles.