Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

• A.Create a sharing rule to share the contact record with the site member.
• B.Set up a sharing set to grant access based on the site member's contact record.
• C.Update the case assignment rule to add the site member to the predefined case team.
• D.Change the org-wide default for cases and contacts internal access to private.

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Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

• A.Configure Visual Flows on Salesforce mobile.
• B.Integrate with an enterprise resource planning system.
• C.Implement Field Service Lightning.
• D.Develop and publish a knowledge management system

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An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

• A.Number of sales queues
• B.Number of leads created
• C.Cost per call
• D.Average queue time per agent
• E.Opportunities per channel

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Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to
be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

• A.Activate quick test
• B.Deploy Pre-Chat form
• C.Configure LiveMessage
• D.Create quick actions

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Which three processes are uses case for Visual Workflow? Choose 3 answers

• A.Caller verification and creation of a new case
• B.Cross-sell promotions for agents
• C.Decision-based troubleshooting for agents
• D.Field validation during case creation
• E.Assignment of email to a case queue based on subject

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