Universal Containers requires that a case status be updated 48 hours after a solution to the case has been
emailed to a customer. Which Salesforce feature would be used to meet this requirement?

• A.Auto-response rules
• B.Validation rules
• C.Workflow rules
• D.Assignment rules

Comment: *

Name: *

Email: *

Verification: *

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

• A.Increased call routing accuracy
• B.Reduced support channels
• C.Optimized use of resources
• D.Reduced issue resolution time
• E.Increased call deflection

Comment: *

Name: *

Email: *

Verification: *

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

• A.Create Synonym Groups.
• B.Enable Suggested Articles.
• C.Create Article Translation.
• D.Add Data Category Groups.

Comment: *

Name: *

Email: *

Verification: *

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

• A.Remove formula fields from filter criteria.
• B.Remove unnecessary columns from the reports.
• C.Remove dashboards based on long-running reports.
• D.Remove date boundaries from filter criteria.

Comment: *

Name: *

Email: *

Verification: *

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority,
complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC
measure case escalation?

• A.Create a case report to show the number of cases for each tier and sort them by case owner.
• B.Create a case report to show all cases across tiers filtered by an escalation flag.
• C.Create a custom trigger to generate history when cases get escalated between tiers.
• D.Create an approval process to ensure only the appropriate cases get escalated.

Comment: *

Name: *

Email: *

Verification: *