Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

• A.Create Salesforce Classic Quick Action
• B.Configure Case Feed page layouts
• C.Add aVisualforce page to the Case layout
• D.Configure the Case highlights panel

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A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

• A.Report on the articles attached to cases
• B.Report on agent ratings on articles
• C.Report on agent feedback on articles
• D.Report on the articlesfollowed in Chatter

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Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

• A.Create an Apex triggerthat sends an email to the case contact when a case with the "Errata" record type is created
• B.Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
• C.Create a workflow rule and emailalert action that sends an email to the case contact when a case with the "Errata" record type is created
• D.Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

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UniversalContainers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

• A.Migrate agents to Force.com Connect Offline during deployment
• B.Deploy in phases using countries as pilots
• C.Deploy based on the numberof trainers available
• D.Migrate case data and deploy to all users at office

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Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

• A.Add the Submit Feedback button to articles.
• B.Require agents to create Knowledge articles when opening a case.
• C.Allow agents to create Knowledge articles when closing a case.
• D.Add the Submit Feedback buttonon the Solutions tab.

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