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NEW QUESTION 21
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

• A. Social Media Marketing message tagging.
• B. Einstein Bot social queues.
• C. Social Customer Service for Twitter and Facebook.
• D. Social Persona tor Twitter and Facebook.

Answer: D

NEW QUESTION 22
Universal Containers is exploring ways to provide its customers with more self-service options inits new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

• A. Enable web -to -case on their public website.
• B. Enable Live Agent in their community to chat with an agent.
• C. Add the Question action to Chatter in the community publisher.
• D. Use a community template to set up their customer community.

Answer: C,D

NEW QUESTION 23
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

• A. Implement Salesforce Console for Service to support agents.
• B. Leverage Live Agent for web-based chat.
• C. Enable service contracts and entitlements.
• D. Implement Salesforce Knowledge on a portal.

Answer: B,D

NEW QUESTION 24
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

• A. Create at least two different approval processes.
• B. Grant managers the Manage Data Categories permission.
• C. Create at least two different article types.
• D. Create at least two different data categories.
• E. Grant managers the Manage Salesforce Knowledge permission.

Answer: A,C,E

NEW QUESTION 25
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