Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

• A.Optimize queries to reduce the scope of Cases included with each search.
• B.Create a data retention plan that archives or purges Cases at regular intervals.
• C.Ask contact center managers to review data each quarter to possibly delete.
• D.Write an Apex trigger that deletes one case each time a new case is created.

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Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

• A.Create a Report of all active Entitlements grouped by Customers.
• B.Add the Entitlements related list to the Account Page Layout.
• C.Configure Success, Warning, and Violation Actions for Milestones.
• D.Configure Assignment Rules based on Case Priority.

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You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?

• A.Tag another chatter user
• B.Deletes posts
• C.Returns a link that returns a post with the same reference

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The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

• A.Collapsible Sidebar Components
• B.Multiple Monitors Components
• C.Console Keyboard Shortcuts
• D.Configure Macros

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Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

• A.Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
• B.Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
• C.Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
• D.Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

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