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

A.

What types of information they need to publish.

B.

Who can approve and manage the information published.

C.

How information should be categorized.

D.

Where call center support agents are located.

E.

When the knowledge maintenance window is available

What is a recommended way to migrate data from an external system while ensuring that
the data adheres to data quality rules established for the Salesforce org?

A.

Cleanse the data outside of Satesfbrce and then migrate the data.

B.

Use the Salesforce data loader to load and cleanse the data.

C.

Use the Salesforce import wizard to load and cleanse the data.

D.

Upload the data into Salesforce and then run data cleansing tools.

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 laterWhat should the consultant recommend as part of the solution?

A.

Implement Partner Communities with Knowledge.

B.

Implement Customer Communities with Content.

C.

Implement Employee Communities with Content.

D.

Implement Customer Communities with Knowledge.

Universal Containers wants to implement Knowledge to assist agents with the resolution of
cases.
Which three recommendations should a consultant make to meet this requirement?
Choose 3 answers

A.

Enable article customization for open cases.

B.

Enable agents to create their own personal articles.

C.

Enable suggested articles on new cases.

D.

Enable article submission during case close.

E.

Create an email template to send articles as PDF attachments.

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

A.

Route cases to agents in an alternate center.

B.

Disable the Interactive Voice Response system.

C.

Deliver training on case handling for contingent staff.

D.

Update the case status field values.

E.

Monitor service level agreements (SLAs) and notify customers.

Universal Containers uses Live Agent to interact with customers. Service Reps complain
that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2
answers

A.

Visual Workflow

B.

Lightning Guided Engagement

C.

Quick Text

D.

Macros

A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to
work
Which two Omni-Channel features will assist in this routing and distribution? Choose 2
answers

A.

Route to agents with the most cases closed for that topic.

B.

Route to agents staffing the assigned overflow queues.

C.

Route to agents with the least amount of active assigned work.

D.

Route to agents with the most capacity to take on new work.

Universal Containers recently deployed a Salesforce Knowledge implementation, but is
looking to evaluate the quality of the articles 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.

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

A.

Chat Visitor Browser

B.

Chat Window Title

C.

Chat Character Limit

D.

Idle Connection Timeout

A company frequently has issues with customers that need complex, hands-on technical
support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these
restrictions?

A.

Customer Community

B.

Field Service Lightning

C.

SOS Video Chat

D.

Salesforce Knowledge