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NEW QUESTION 24
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

  • A. Update the case assignment rule to add the site member to the predefined case team.
  • B. Set up a sharing set to grant access based on the site member's contact record.
  • C. Create a sharing rule to share the contact record with the site member.
  • D. Change the org-wide default for cases and contacts internal access to private.

Answer: B

NEW QUESTION 25
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

  • A. Create an auto-response rule to send the article to the customer.
  • B. Create a workflow email alert to send the article to the customer.
  • C. Create a Lightning email template to send the article to the customer.
  • D. Create a macro to send an email with the article to the customer.

Answer: C

NEW QUESTION 26
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

  • A. Enable Ideas in a customer portal
  • B. Enable Live Agent to handle incoming service inquiries
  • C. Create auto-response templates for incoming emails
  • D. Enable Chatter for agent collaboration

Answer: B,D

NEW QUESTION 27
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