Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

• A.Enable social profile and add assignment rules to the case object
• B.Enable social profile andadd workflow rules to the contact object
• C.Use Twitter-to-Case and add workflow rules to the case object
• D.Use the routing queues provided with Salesforce for Twitter and Facebook

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Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

• A.Report that displays # of newarticles created during the past 2 months
• B.Report displays # of articles associated to data categories during past 2 months
• C.Report that displays # of cases with articles attached during the past 2 months
• D.Create a report that display the # of articles searched during the past 2 months

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The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

• A.Enable the support setting for default email templates
• B.Enable the Support Process for default email templates
• C.Implement Email-To-Case
• D.Implement Quick Text
• E.Implement Macros

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