Question 1

Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements?

Options :

A : Configure Omni-Channel Skills-Based Routing.

B : Configure Case Assignment rule and Omni-Channel Supervisor.

C : Configure Omni-Channel Queve-Based Routing.

Answer: A

Question 2

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?Choose 2 answers

Options :

A : Simplify the interactive voice response (IVR) tree.

B : Set up Email-to-Case.

C : Use Assignment rules and case queues.

D : Add additional agents to lower average hold time.

Answer: A,D

Question 3

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.What feature should a consultant recommend to meet this requirement?

Options :

A : Web-to-Case

B : Embedded Chat Service

C : Customer Community

D : Case Assignment Rules

Answer: B

Question 4

universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultanrecommend.

Options :

A : Contracts and SLASs

B : Chatter Answers

C : Contacts

D : Cases

Answer: B,C

Question 5

Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.What should a consultant recommend?

Options :

A : Organize up to 200 categories in each category group.

B : Consolidate into 3 or fewer category groups.

C : Reorganize Into a hierarchy with 6 or fewer levels.

D : Assign up to 10 data categories per category group to each article.

Answer: D