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NEW QUESTION 34
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. Knowledge Base
• B. Customer Community
• C. Automatic Call Distribution
• D. Service Cloud Console

Answer: A,B

NEW QUESTION 35
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

• A. Configure Case Assignment Rules to use Queues.
• B. Configure Omni-Channel Routing Model as Most Available.
• C. Configure Omni-Channel Routing Model as Least Active.
• D. Configure Case Assignment Rules to use Users.

Answer: B

NEW QUESTION 36
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?

• A. A Custom Component
• B. The Case Feed
• C. A Twitter Macro
• D. The Social Feed

Answer: B

NEW QUESTION 37
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge
Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

• A. Convert all images to .jpeg, as this is the only supported file type
• B. Include images in an .html file using the image tag and src attribute
• C. Upload the images into Salesforce prior to importing the articles
• D. Ensure that each image does NOT exceed the maximum of 25 MB

Answer: B

NEW QUESTION 38
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

• A. Products and assets associated to the case
• B. Articles appearing in the Knowledge sidebar
• C. Contract details related to the entitlement
• D. Knowledge articles attached to the case

Answer: D

NEW QUESTION 39
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