UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

• A.Assign team-based roles to theassociated product article types
• B.Assign team-based profiles to the associated product article types
• C.Assign team-based roles to the associated product data category value
• D.Assign team-based profiles to the associated product data category value

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Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

• A.Create a unique case page layout for each channel grouping.
• B.Create an agent profile foreach channel grouping.
• C.Create a service cloud console to support all channel groupings.
• D.Create an agent role for each channel grouping.

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UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status ofthose inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

• A.Enterprise admin
• B.Sites
• C.Service Cloud portal (Customer Community)
• D.Partner portal

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Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

• A.Configure Assignment Rules based on Case Priority.
• B.Add the Entitlements related list to the Account Page Layout.
• C.Configure Success, Warning, and Violation Actions for Milestones.
• D.Create a Report of all active Entitlements grouped by Customers.

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UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

• A.Enable service contracts and entitlements
• B.Leverage Live Agent for web-based chat
• C.Implement Service Cloud console to support agents
• D.Implement Salesforce Knowledge on a portal

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