Universal Containers wants to shorten the average call time in its contact centers by prompting the customers
to enter customer number and identify their order and product information when they call for support. After
providing this information, the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?

• A.Computer Telephony Integration
• B.Order Management System
• C.Interactive Voice Response
• D.Automatic Call Distribution

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The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

• A.Create a permission set for each record type and assign them to each team based on their product specialization
• B.Create an article action for each record type and assign them to each team based on their product specialization
• C.Create a data category for each product and assign them to each team bases on their product specialization
• D.Create a page layout for each article type and assign them to each team based on their product specialization

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UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

• A.Use an escalation rule to move cases into the product manager queue
• B.Use Chatter case feed and case teams to monitor cases
• C.Use aworkflow rule to send an email to the product manager
• D.Use an assignment rule to assign new cases to the product manager

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Universal containers has implemented salesforce knowledge and the service manager wants to encourage
agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

• A.Number of archived articles
• B.Number of customer ratings
• C.Number of article votes
• D.Number of approved articles

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UC is concerned with system performance in its contact center because the number of records has exceeded 40
million. What platform functionality might be affected by the number of contact records?

• A.Contact view page load time
• B.Contact related list load time
• C.Contact report run time
• D.Contact list view edit time

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