Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

1. A. Allow Comments on Knowledge articles.
2. B. Implement Case Assignment Rules.
3. C. Enable Chat in an Experience Cloud site.
4. D. Create a self-service Help Center.

Correct Answer: D

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

1. A. Both Service Reps can chat with the Customer.
2. B. The Customer does not know they were transferred.
3. C. The Chat Transcript and Case are transferred.
4. D. The Customer is shown the new Representative's Name

Correct Answer: CD

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?

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

Correct Answer: A

Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

1. A. Upload the files as Documents, then relate them to the migrated Articles.
2. B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
3. C. Use the Files Related List on each article to add files to your articles.
4. D. Post the Files to the Chatter Feed on each Article.

Correct Answer: A

Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

1. A. Select two Twitter or Facebook accounts.
2. B. Create and assign permission sets to give agents social account access.
3. C. Retrieve Social Studio credentials.
4. D. Enable the Moderation feature to automatically create cases from posts.

Correct Answer: AB