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NEW QUESTION 50
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?

• A. Add the Submit Feedback button to articles.
• B. Add the Submit Feedback button on the Solutions tab.
• C. Allow agents to create Knowledge articles when closing a case.
• D. Require agents to create Knowledge articles when opening a case.

Answer: C

NEW QUESTION 51
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

• A. Customer Community
• B. Chatter Answers
• C. Knowledge Base
• D. Web -to -Case
• E. Live Agent

Answer: A,B,C

NEW QUESTION 52
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?

• A. Assign a global team of experienced agents and leaders to create a common design template and report structure.
• B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
• C. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
• D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Answer: A

NEW QUESTION 53
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

• A. Interaction Log
• B. Lightning Row for Service
• C. Lightning Process Builder
• D. Path for Cases

Answer: A,B

NEW QUESTION 54
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