Question: 1
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common, however, the maintenance cases have additional stages and fields that need to be captured. Which two features should a Consultant recommend to accomplish this objective? Choose 2 Answers
Question: 2
A company has call centers in Europe, North America and Japan. Cases not closed within four hours should be escalated. Call Center Managers have noticed that some Open Cases are not being escalated on time. Which two configurations should a Consultant check to try to solve the problem? Choose 2 answer
Question: 3
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers. Which method should a consultant recommend for importing this data into Universal Containers' Service Cloud instance?
Question: 4
Universal Container (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud Data.
Which three Sandbox types can be used to accomplish this? Choose 3 answers
Question: 5
Universal Containers would like to have account asset detail information and case details shown to Customer Support Agents when they open cases in the Salesforce Console. How should a Consultant fulfill this requirement?
