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NEW QUESTION 36
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

• A. Einstein Bots with Credit Card Payments
• B. Experience Cloud with Customer Account Portal template
• C. Service Cloud Voice with Tele-pay
• D. Field Service with Integrated Payments

Answer: C

NEW QUESTION 37
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

• A. Set up an intuitive Data Category hierarchy
• B. Restrict the Manage Articles user permission
• C. Require that an article be added when closing a case
• D. Enable and configure wildcards for article searches

Answer: C,D

NEW QUESTION 38
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

• A. Social Customer Service
• B. Embedded Chat Window
• C. Contact Requests
• D. Open CT1

Answer: B

NEW QUESTION 39
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 Case Assignment Rules to use Users.
• D. Configure Omni-Channel Routing Model as Least Active.

Answer: B

NEW QUESTION 40
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