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NEW QUESTION 28 Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

• A. Utilize an AppExchange package to handle customer surveys
• B. Modify the user interface settings for the case survey sidebar
• C. Enable the case survey object for the customer portal
• D. Create a validation rule for case survey email templates

Answer: A   NEW QUESTION 29 Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system. When implementing Salesforce, what solution should a consultant recommend for this scenario?

• A. Salesforce for Outlook
• B. Web-to-Case
• C. Email-to-Case
• D. On-Demand Email-to-Case

Answer: C   NEW QUESTION 30 Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?

• A. Web-to-Case
• B. Email-to-Case
• C. On-Demand Email-to-Case
• D. Outlook Integration

Answer: B   NEW QUESTION 31 Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on. How should this be accomplished?

• A. Configure the case list under custom console components so users can view the list view along with the case view
• B. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
• C. Build a customer visual force page with the list view and assign it to the console sidebar.
• D. Recommend opening the case list view in a separate browser tab and use the window alongside the case view

Answer: B   NEW QUESTION 32 The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

• A. Implement Quick Text
• B. Enable the support setting for default email templates
• C. Implement Macros
• D. Implement Email-To-Case
• E. Enable the Support Process for default email templates

Answer: A,B,C   NEW QUESTION 33 ...... BONUS!!! Download part of CramPDF Service-Cloud-Consultant dumps for free: https://drive.google.com/open?id=1-TlcdUn00KV59oeAm64UwM32oAmuDl6W