UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customeris satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

• A.Use assignment rules to assign the case to a case queue
• B.Useauto-response rules to send an email to the customer
• C.Use workflow rules to send an email to the customer
• D.Use escalation rules to assign the case to a case queue

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Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

• A.Cases by Support Channels
• B.Knowledge Article Usage
• C.Average Call Handle Time
• D.Number of Portal Logins per Day
• E.Escalated Calls

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SLA says agent must respond within one hour, or if marked "urgent",resolve within one day. How can this best be achieved?

• A.Use entitlements to define a process and milestones
• B.Use case teams to close
• C.Use escalation rules

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Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

• A.Custom Visual force page
• B.Custom related list
• C.Custom report
• D.Customer view of case tab

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Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers

• A.Each article must be associated to an article type
• B.One .csv import file is uploaded for all article types
• C.Attachments and .html files must be referenced in a corresponding .zip file
• D.A separate .csv import file is uploaded for each article type
• E.A separate .csv import file is uploaded for each data category

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