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NEW QUESTION 52
Universal Containers wants customers to have the ability to log cases with structured data and route based on
Urgency and Product Line.
How should a Consultant accomplish this?

A. Lightning Email with web routing prioritizationB. Standard Email-to-Case with assignment rulesC. Standard Web-to-Case with assignment rulesD. Omni-Channel with prioritized queues

Answer: B

 

NEW QUESTION 53
Which feature of Salesforce 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 with HTML, images, and links.C. Display articles in Salesforce Answers.D. Publish articles to the Web using Salesforce Publisher.

Answer: A,B

 

NEW QUESTION 54
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A. Assign a global team of experienced agents and leaders to create a common design template and report structure.B. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Answer: A

 

NEW QUESTION 55
Universal Containers has determined that case list views are slow to load because of the large number of cases
in the system.
Which two actions will improve the performance of the list views? Choose 2 answers

A. Filter the views by case ownerB. Restrict visibility of the viewsC. Remove filter criteria from the viewsD. Reduce the number of fields displayed

Answer: A,D

 

NEW QUESTION 56
......

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