Salesforce Certified Service cloud consultant: SERVICE-CLOUD-CONSULTANT

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

C. Set up IVR with an automated response for customers affected by the recall to defect calls.

D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.

Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.

Which two features should a Consultant recommend? Choose 2 answers

A. Configure LiveMessage

B. Activate quick test

C. Create quick actions

D. Deploy Pre-Chat form

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.

Which two features requires Service Cloud?

A. Open multiple case records as tabs and sub tabs

B. Unique page layouts for each Case Record Type

C. Utility Bar

D. Access to Knowledge Articles