Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

• A.Use Process Builder for notifications and case teams to monitor cases.
• B.Use Process Builder for notifications and account teams to monitor cases.
• C.Use escalation rules for notifications and account teams to monitor cases.
• D.Use escalation rules for notifications and case teams to monitor cases.

Comment: *

Name: *

Email: *

Verification: *

A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

• A.Define Data Categories with Custom Visibility.
• B.Define a Custom Field to identify the Subject.
• C.Define Topics for each Knowledge article.
• D.Define Article Types with Public Sharing Settings.

Comment: *

Name: *

Email: *

Verification: *

Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

• A.Adds a related comment to the case
• B.Reads the case
• C.Edits the case
• D.All of the above
• E.Adds an activity or sends an email from thecase record

Comment: *

Name: *

Email: *

Verification: *

In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copyand making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

• A.Use a Developer Pro sandbox for the DR exercise
• B.Use a Partial sandbox for the DR exercise
• C.Allow the exercise to be done in a Production instance
• D.Use a Full copy sandbox for the DR exercise

Comment: *

Name: *

Email: *

Verification: *

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.Omni-Channel with prioritized queues
• B.Standard Email-to-Case with assignment rules
• C.Lightning Email with web routing prioritization
• D.Standard Web-to-Case with assignment rules

Comment: *

Name: *

Email: *

Verification: *