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 customeris 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.Useauto-response rules to send an email to the customer

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A company has created a new onboarding process. An Agent must create ten open activities that align to a step
of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

• A.Assign a single agent to create the activities on all new onboarding cases.
• B.Provide a macro that will automatically create the activities when executed.
• C.Hire a certified developer to write an apex trigger that creates each new activity.
• D.Add an object-specific custom quick action to create new activities.

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The Service Manager at Universal Containers wants to improve the adoption ofpublic Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

• A.Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
• B.Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
• C.Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
• D.Provide the Service Manager with edit permissions to the standard Knowledge Article views.

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If you delete a case, which two also get deleted? (Choose two answers)

• A.Event
• B.Solution
• C.Attachments
• D.Account

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Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

• A.Require agents to create Knowledge articles when opening a case.
• B.Add the Submit Feedback button to articles.
• C.Add the Submit Feedback buttonon the Solutions tab.
• D.Allow agents to create Knowledge articles when closing a case.

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