The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

• A.Enable the support setting for default email templates
• B.Implement Email-To-Case
• C.Enable the Support Process for default email templates
• D.Implement Macros
• E.Implement Quick Text

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The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

• A.Measure and reward agents based on the number of new articles approved for publication.
• B.Measure and reward agents based on the number of new articles submitted for approval.
• C.Create a dashboard that includes articles submitted by agents and approved for publication.
• D.Require agents to check a box on the case when submitting a new suggested article.

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A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?

• A.Verify that users have access to the chat buttons.
• B.Verify that users are assigned the chat feature license.
• C.Verify that users are assigned the chat user profile.
• D.Verify that users have access to the chat public group.

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When designing a Case management solution to increase agent productivity, which Service Cloud features
should you consider first? Choose 2 answers.

• A.Case dashboards
• B.Case assignment rules
• C.Case custom reports
• D.Case queues

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Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

• A.Use the data loader to import unstructured articles
• B.Create a separate .csv for each article type
• C.Map articles with HTML sections to rich text area fields
• D.Use change sets to import data categories

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