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NEW QUESTION 31
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. Service contracts
• B. Contacts
• C. Case history
• D. Products

Answer: A,B

NEW QUESTION 32
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

• A. Service Cloud Console
• B. Automatic Call Distribution
• C. Customer Community
• D. Knowledge Base

Answer: C,D

NEW QUESTION 33
Customer Support Agents are frustrated with how they interact with their current case management solution
and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls,
update cases, and communicate with customers?

• A. Configure the Case highlights panel
• B. Add a Visualforce page to the Case layout
• C. Configure Case Feed page layouts
• D. Create Salesforce Classic Quick Action

Answer: C

NEW QUESTION 34
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

• A. Create Article Translation.
• B. Create Synonym Groups.
• C. Add Data Category Groups.
• D. Enable Suggested Articles.

Answer: D

NEW QUESTION 35
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