A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

• A.Implement an on demand telephony solution provided by a vendor.
• B.Create an API integration between Salesforce and the telephony system.
• C.Build a custom computer telephony integration (CTI) adapter using the Toolkit.
• D.Use a computer telephony integration (CTI) adapter that supports its telephony system.

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UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

• A.Track social sentiment across social media outlets
• B.Improve the training provided to existing agents
• C.Hire more agents for the contact centers
• D.Configure entitlements and milestones to enforce SLAs

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A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)

• A.Report on the articles attached in cases.
• B.Report on agent feedback on articles
• C.Report on agent ratings on articles
• D.Report on articles followed in Chatter.

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A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

• A.Community
• B.Web to Case
• C.On Demand Email to Case
• D.Email to Case

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Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

• A.Escalation rules
• B.Workflow rules
• C.Auto-response rules
• D.Case teams

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