A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

• A.Routeto agents staffing the assigned overflow queues.
• B.Route to agents with the least amount of active assigned work.
• C.Route to agents with the most cases closed for that topic.
• D.Route to agents with the most capacity to take on new work.

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Which solution can be used to improve call deflection?

• A.Community forum
• B.Knowledge base
• C.Web chat
• D.Case routing
• E.Assignment rules

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Universal Containers is launching a full line of new products and Service Cloud should support the following
requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

• A.Use escalation rules for notifications and account teams to monitor cases.
• B.Use escalation rules for notifications and case teams to monitor cases.
• C.Use Process Builder for notifications and case teams to monitor cases.
• D.Use Process Builder for notifications and account teams to monitor cases.

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A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue
for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to
completion in Chatter?

• A.Follow the SMEs to receive automatic updates when they add case comments
• B.Bookmark all the comments related to the issue from SMEs
• C.Use hashtag (#) to track the customer case and SMEs comments
• D.@mention the SMEs on the case Chatter feed and follow the case

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SLA says agent must respond within one hour, or if marked "urgent",resolve within one day. How can this best be achieved?

• A.Use entitlements to define a process and milestones
• B.Use case teams to close
• C.Use escalation rules

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