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QUESTION: 1
Universal Containers (UC) created a new mobile app that enables customers to place orders and
track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two
features should be added to meet this requirement? Choose 2 answers
A. Salesforce Knowledgebase
B. Chatter Groups
C. Field Service Lightning
D. Service Cloud SOS
Answer: C, D
QUESTION: 2
Universal Containers runs a support operation with multiple call centers. The Support Manager
wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
A. Create a list view report that includes fields for call center location, agent, calendar month, and
first-call resolution.
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month,
and first-call resolution.
C. Create a joined report that includes fields for call center location, agent, calendar month, and firstcall
resolution.
D. Create a matrix report that includes fields for call center location, agent, calendar month, and firstcall
resolution.
Answer: D
QUESTION: 3
Universal Containers has a single contact center that handles all service requests including chat,
Cases, and web form submissions. It is important that Reps are assigned work evenly so that all
requests are handled in the order they are received.
How would a Consultant address this requirement?
A. Configure Case Assignment Rules
B. Configure Omni-Channel with Most Available Routing
C. Configure Live Agent Skills-based Routing
D. Configure Omni-Channel with Least Active Routing
Answer: B
QUESTION: 4
The Contact Center at Universal Containers wants to increase its profit margins by promoting call
defilection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
A. Knowledge Base
B. Customer Community
C. Automatic Call Distribution
D. Service Cloud Console
Answer: A, B
QUESTION: 5
Support agents need to verify that customers are eligible to receive customer support before they
can update the
Which two objects are used to verify that a customer is entitled to receive support? Choose 2
answers
A. Contacts
B. Products
C. Service contracts
D. Case history
Answer: A, C
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