Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?

• A.Telesales center
• B.Telemarketing center
• C.Human Resources (HR) help desk
• D.Information Technology (IT) help desk

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KCS (knowledge centered support) what is it? Choose 2 Answers

• A.Share knowledge with the business partners
• B.Process for creating and maintaining knowledge
• C.Method for social media management
• D.Standard for managing customer support and delivery

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Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?

• A.Customrelated list
• B.Custom Visual force page
• C.Custom report
• D.Customer view of case tab

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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

• A.The Macros widget or utility must be added to the console.
• B.The Run Macros Permission must be granted to users.
• C.Users must use Lightning Experience.
• D.The Run Macros Action must be on the page layout.
• E.Publisher Actions used in the macros must be on the page layout.

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Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

• A.On-Demand Email-to-Case
• B.An AppExchange package
• C.web-to-Case
• D.Email-to-Case

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