A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

• A.Configure Omni-channel to assign cases directly to Tier 2.
• B.Create a dashboard to track and manage call volumes by type.
• C.Create Knowledge Articles and publish internally and publicly.
• D.Configure IVR routing to bypass Tier 1 for the product line.

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A new customer to Salesforce is considering implementing a customer portal. The customer has millions of
users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?

• A.Users cannot own records
• B.Users are not associated with a role in the hierarchy
• C.Users can be part of a case team
• D.Users can download and view content

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Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

• A.Web-to-Case
• B.Customer Chatter groups
• C.On-Demand Email-to-Case
• D.Emall-to-Case

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Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?

• A.Create a Visualforce page called Knowledge sidebar on the case page layout.
• B.Enable the Knowledge sidebar setting in the case support settings.
• C.Enable the Knowledge sidebar related list on the case page layout.
• D.Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

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Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

• A.Monitoring the case escalation rule queue to confirm service levels are met
• B.Displaying whether a case response complies with a customer's service level agreement
• C.Identifying the customer contact associated with a particular stage of a service contract
• D.Representing metrics such as first-response and resolution time on cases

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