Question 1

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements?

Options :

A : Email-to-case

B : Social Customer Service

C : Chat

D : Web-to-case

Answer: A

Question 2

Milestones can be added to which three object types? Choose 3 Answers

Options :

A : Work order

B : Case

C : Service

D : Entitlement

E : Account

Answer: A,B,D

Question 3

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?

Options :

A : Set up the Case Deflection component to share Knowledge articles.

B : Create a Macro to send an email with Knowledge articles.

C : Create an auto-response rule that links to Knowledge articles.

Answer: B

Question 4

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf. What should a consultant recommend to meet the requirement?

Options :

A : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

B : An organization-wide default of Public Read/Write on the Case object

C : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

Answer: C

Question 5

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