Question 1

Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
• Ability for visitors to search Knowledge articles without registering or logging in
• Ability for over one million registered customers to securely submit cases and view the status of those cases
• Ability to display white papers to registered customers
• Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

Accepted Answer

Correct answer: D

Question 2

Support agents need to verify that customers are eligible to receive customer support before they can update the case.
Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

Accepted Answer

Correct answer: AC

Question 3

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?

Accepted Answer

Correct answer: A

Question 4

Which three tasks should be included in a business continuity plan for a contact center? Choose three answers

Accepted Answer

Correct answer: ACE

Question 5

Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers

Accepted Answer

Correct answer: BC

Question 6

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?

Accepted Answer

Correct answer: B

Question 7

What are two design considerations for a Live Agent implementation? Choose 2 answers

From SurePassExam
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Accepted Answer

Correct answer: AD

Question 8

A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project
completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

Accepted Answer

Correct answer: C

Question 9

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

Accepted Answer

Correct answer: ABD

Question 10

Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support.
Which three options should UC consider when planning its implementation? Choose three answers

Accepted Answer

Correct answer: ABC