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Question 186

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

A.Enable service contracts and entitlements
B.Implement Salesforce Knowledge on a portal
C.Leverage Live Agent for web-based chat
D.Implement Service Cloud console to support agents

Question 187

The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A.Enable Chatter for agent collaboration
B.Create auto-response templates for incoming emails
C.Enable Live Agent to handle incoming service inquiries
D.Enable Ideas in a customer portal

Question 188

Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

A.Requires the use of Transport Layout Security (TLS)
B.Accepts email attachments larger than 10 MB
C.Accepts attachments from emails
D.Handles more the 10,000 emails a day

Question 189

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

Question 190

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

A.Case Escalation
B.Case Assignment
C.Entitlements and Milestones
D.Salesforce Console