The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

• A.Number of cases closed by self-service users.
• B.Number of cases created using Communities by month.
• C.Number of Knowledge articles created each month.
• D.Average call handle time by team.

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What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

• A.Evolving content-based product lifecycles
• B.Developing a knowledge base on the experience of an individual
• C.Rewarding learning, collaboration, sharing and improving.
• D.Creating content as a result of solving issues

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Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?

• A.Utility Bar
• B.Access to Knowledge Articles
• C.Unique page layouts for each Case Record Type
• D.Open multiple case records as tabs and sub tabs

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Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

• A.Update case data for a customer.
• B.Run and view Salesforce reports.
• C.Post report information on Chatter.
• D.Review existing cases for an account.

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Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

• A.Visual Studio Code and change sets
• B.Mass Transfer Records, change sets, and Visual Studio Code
• C.Data loader, change sets, and Force.com Excel Connector
• D.Visual Workflow, data loader, and Force.com IDE

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