QUESTION: 89 Exam Topic: 1 Pool A (Main)

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? (Choose 2)

A knowledge article life cycle that is implemented correctly the first time and does not need to change
Reduced first contact resolution
A knowledge article life cycle that evolves based on usage and demand
Reducedissue resolution time

Answer(s): B,D

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QUESTION: 90 Exam Topic: 1 Pool A (Main)

UniversalContainers initiates cases based on electronic transmissions from power units.
The case management process is as follows:

A work order is submitted to a field service team to perform a technical review.

After the technical review is closed, an agent needsto contact the customers to review the activities.

Cases can only be closed after the customer review has been completed.

Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.

Which three aspects should the consultant consider to meet these requirements?
(Choose 3)

Account team relationship to the primary contact
Case closure rules on the original case
Work order and customer contact escalation requirements
Visibility and access to the work order records
Total number of account and contact records in the database

Answer(s): B,C,D

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QUESTION: 91 Exam Topic: 1 Pool A (Main)

Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? (Choose 2)

Use a community template to set up their customer community.
Enable web -to -case on their public website.
Enable Live Agent in their community to chat with an agent.
Add the Question action to Chatter in the community publisher.

Answer(s): A,D

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QUESTION: 92 Exam Topic: 1 Pool A (Main)

UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

What tool should a consultant recommend to implement this requirement?

Auto launch flow
Salesforce Console for Service
Visualforce custom page
Process Builder

Answer(s): B

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QUESTION: 89 Exam Topic: 1 Pool A (Main)

QUESTION: 90 Exam Topic: 1 Pool A (Main)

QUESTION: 91 Exam Topic: 1 Pool A (Main)

QUESTION: 92 Exam Topic: 1 Pool A (Main)