NO.143 Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

NO.144 Universal Containers wants to provide its five million customers a solution where customers can submit
inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

NO.145 Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information
website? Choose 2 answers.

NO.146 If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

NO.147 Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

NO.148 Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

NO.149 UC is in the process of implementing Service Cloud. In which order should the data be migrated?

NO.150 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

NO.151 Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers’ customers? Choose 2 answers

NO.152 Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

NO.153 Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

NO.154 The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

NO.155 A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)

NO.156 Business Users have requested that the salesforce administrator allow agents to view a list of cases in the
console while agents work through their cases. This will allow agents to identify urgent cases that need to be
worked on.
How should this be accomplished?

NO.157 Which case submission process leverages Apex email services?

NO.158 What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

NO.159 Universal Banking needs to provide a public knowledge base on its website. The company has three product
groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common
questions about each product area. How should Knowledge be configured? Choose 2 answers.