QUESTION: 1
Universal Containers wants to deploy the Service Cloud to its contact centers located across
North America, Europe, and Asia. The company wants standardized contact center processes
and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A. Assign a global team of experienced agents and leaders to create a common design
template and report structure.
B. Assign teams in each major contact center to design a solution unique to its needs and have
an analyst build a combined report.
C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide
process and reporting.
D. Recommend that the VP of Worldwide Support design a global template to provide a clear
vision and tandardization.

Answer(s): A
QUESTION: 2
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A. Create, approve, publish, consume, feedback
B. Create, feedback, publish, approve, consume
C. Create, publish, feedback, approve, consume
D. Create, consume, feedback, approve, publish

Answer(s): A
QUESTION: 3
Universal Containers provides Customer Support for two separate business operations. The
cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A. Omni-Channel
B. Page Layouts
C. Record Types
D. Support Processes
E. Article Types

Answer(s): A, C, D
QUESTION: 4
A company would like to implement a solution that would hold service reps accountable to
customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A. Enable Work Orders.
B. Create an Entitlement Process.

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