Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

• A.Assign users to a Permission Set granting the Service User license.
• B.Assign users to a Public Group with access to the service console app.
• C.Assign users the Service User license on their User record.
• D.Assign users to a Permission Set with access to the service console app.

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Universal Containers is bringing a new division under their existing Customer Service Contact Center. This
will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud
instance

• A.Cloud-to-Cloud Integration Toolkit
• B.Java Language Specific Toolkit
• C.Bulk Data Transfer API
• D.Data Integration via SOAP API

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

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A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

• A.Create an Entitlement Process.
• B.Enable Work Orders.
• C.Configure Service Contracts.
• D.Set up Milestones.

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UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

• A.Use workflow rules to send an email to the customer
• B.Use auto-response rules to send an email to the customer
• C.Use assignment rules to assign the case to a case queue
• D.Use escalation rules to assign the case to a case queue

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