The Universal Containers contact center offers support via email, the Internet, and a Community. The contact
center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

• A.Number of IVR inquiries without agent involvement
• B.Average call handle time by team
• C.Number of cases closed by a self-service user
• D.Number of cases created using portal

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Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

• A.A workforce management system
• B.An enterprise resource planning system
• C.A knowledge management system
• D.A third -party mobile application platform

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Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

• A.Reseller Community
• B.Customer Community
• C.Partner Community
• D.Employee Community

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Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can
request future credit by providing kit usage information by patient. The regional processing teams review these
requests and award coupons for approved cases. What should a consultant recommend to manage this process
using Service Cloud?

• A.Design a custom object to track credit requests and route them regionally using assignment rules
• B.Use cases to track the credit requests and route than to regional teams using assignment rules
• C.Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
• D.Enable the self-service portal to generate logins for the hospital staff by region.

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Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

• A.Ability to prompt callers for the service contract number within IVR menus
• B.Ability to determine if a customer has escalated a case in the past
• C.Ability to specify unique service levels for each customer
• D.Ability to enforce service levels with the time-dependent processes

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