Q36. A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

Q37. Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

Q38. A customer has a detailed question about product functionality. The customer would like access to expert
customer subject-matter experts, and real-time access to company IT support experts. Which features will best
help the customer? Choose 2 answers.

Q39. Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

Q40. Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?

Q41. Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

Q42. to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

Q43. Universal Containers is implementing an entitlement process to measure customer service level agreements
(SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

Q44. 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?

Q45. Universal Containers had tech support and general customer teams that use unique service console
applications.
Which two configuration should a consultant use when deploying the console?

Q46. Universal Containers needs to customize Salesforce to improve its Support Agents’ experience so they can
work more efficiently.
Which two features requires Service Cloud?

Q47. Field engineers often need to access current inventory levels of products the customer has purchased while at
customer sites.
Which solution should a Consultant recommend to meet this requirement?

Q48. Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

Q49. The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

Q50. When designing a Case management solution to increase agent productivity, which Service Cloud features
should you consider first? Choose 2 answers.

Q51. Universal Containers wants to create a process to verify that customers are eligible for support before a case is
creates. A consultant recommends using entitlement management to meet this requirement. Which benefit
would be realized by using the entitlement management feature? Choose 2 answers.

Q52. A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

Q53. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America,
Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its
centers worldwide.
Which approach should a consultant recommend in this scenario?

Q54. A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

Q55. Which three are characteristics of Visual Workflow? Choose 3 answers

Q56. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

Q57. Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Q58. Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?