Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

1. A. Simplify the interactive voice response (IVR) tree.
2. B. Set up Email-to-Case.
3. C. Use Assignment rules and case queues.
4. D. Add additional agents to lower average hold time.

Correct Answer: AD

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

1. A. Social Persona for Twitter and Facebook.
2. B. Social Media Marketing message tagging.
3. C. Social Customer Service for Twitter and Facebook.
4. D. Einstein Bot social queues.

Correct Answer: C

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production. Which two deployment solutions should a consultant use to ensure skills-based routing is operational in
Production
Choose 2 answers

1. A. Data Import Wizard
2. B. Change Sets
3. C. Data Loader
4. D. Mass Transfer Records

Correct Answer: BC

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

1. A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
2. B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
3. C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
4. D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

Correct Answer: C

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?

1. A. Implement Field Service Lightning.
2. B. Integrate with an enterprise resource planning system.
3. C. Develop and publish a knowledge management system
4. D. Configure Visual Flows on Salesforce mobile.

Correct Answer: A