UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

• A.Use anassignment rule to assign new cases to the product manager
• B.Use a workflow rule to send an email to the product manager
• C.Use Chatter case feed and case teams to monitor cases
• D.Use an escalation rule to move cases into the product manager queue

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UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

• A.Define approval processes for eacharticle type
• B.Configure workflow rules for each data category
• C.Configure article types for each kind of content
• D.Define approval processes for each product
• E.Configure data category values for each product

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When a Self Service Portal User adds a Case Comment the following actions take place:

• A.None of the above
• B.An email is automatically sent to the case owner
• C.An Assignment Rule is Activated
• D.A Workflow rules is activated

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Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultantintegrate into the Service Console? Choose 2 answers

• A.Lightning Process Builder
• B.Lightning Row for Service
• C.Path for Cases
• D.Interaction Log

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Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

• A.Insert a reference Thread ID in the email subject template
• B.Use Omni-Channel to automatically route inbound email
• C.Assign a user to manually manage incoming email
• D.Convert to an On-Demand Email-to-Case setup

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