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NEW QUESTION 43
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

• A. Configure Chatter for public access
• B. Implement SOS for mobile experience
• C. Utilize KCS to manage Knowledge
• D. Add Live Agent to public-facing sites
• E. Create a Customer Community

Answer: B,C,D

NEW QUESTION 44
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

• A. Use case teams to close
• B. Use entitlements to define a process and milestones
• C. Use escalation rules

Answer: B

NEW QUESTION 45
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)

• A. Indicates when records and lists are changed by others
• B. Allows Chatter Messenger to be used between agents
• C. Displays records and their related items as tabs on one screen
• D. Is available for users in the partner portal

Answer: B,C

NEW QUESTION 46
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

• A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
• B. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
• C. Deliver the entire project simultaneously so as to present UC with a completed solution.
• D. set a cutoff date of 1.5 months before user acceptance testing for any change requests.

Answer: A

NEW QUESTION 47
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