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NEW QUESTION 33
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

• A. Add the entitlement contacts related list to account records
• B. Add the service contract related list to contact records
• C. Add the entitlements related list to contact records
• D. Add the assets related list to contact records

Answer: C

NEW QUESTION 34
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

• A. Create a case validation rule to ensure cases are owned by a user when closed.
• B. Create a case assignment rule to ensure cases are owned by a user when closed.
• C. Use a data tool to update the owner field on closed cases.
• D. Create a Process Builder and Flow to change the owner on closed cases.

Answer: B,C

NEW QUESTION 35
Which solution should a consultant recommend?

• A. Create a visualforce page called knowledge sidebar on the case page layout.
• B. Enable the knowledge sidebar related list on the case page layout.
• C. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
• D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
• E. Enable the knowledge sidebar setting in the case support settings.

Answer: D

NEW QUESTION 36
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

• A. Time and Attendance
• B. Private Branch Exchange
• C. Automatic Call Distributor
• D. Interactive Voice Response

Answer: D

NEW QUESTION 37
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