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 customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

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

Comment: *

Name: *

Email: *

Verification: *

Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

• A.Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
• B.Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
• C.Configure the new app m developer org and use an unmanaged package to deploy to production.
• D.Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Comment: *

Name: *

Email: *

Verification: *

A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source
articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

• A.Create the data categories and set up the data category values.
• B.Set the publication status of the article tame to draft status
• C.Set up the article actions and assign publishers to each action
• D.Set up a zip file that contains the CSV, HTML, and image files.
• E.Create the custom fields for the slide type

Comment: *

Name: *

Email: *

Verification: *

Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

• A.Enable Salesforce social profile on contacts.
• B.Create a Lightning Platform app for Facebook monitoring.
• C.Enable Social Customer Service.
• D.Integrate Facebook to its existing Customer Community.

Comment: *

Name: *

Email: *

Verification: *

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

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

Comment: *

Name: *

Email: *

Verification: *