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NEW QUESTION: 1
Universal containers (UC) service reps are assigned to a profile which has ''View All'' in Case object..
To make sure service reps have access to all relevant information to attend to customer requests, which Architect consider?
Choose 2 answers
A. Service reps will NOT able to access to Contact records if they are controlled by Parent.
B. Service reps will be able to access to Contact records due to Implicit Sharing.
C. Service reps will NOT able to access to Contact records because Account OWD is private
D. Service reps will be able to access to Contact records if they are Controlled by Parent.
Answer: D

NEW QUESTION: 2

A. Option B
B. Option D
C. Option C
D. Option A
Answer: D

NEW QUESTION: 3
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 in 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 IVR with an automated response for customers affected by the recall to deflect calls.
B. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to deflect calls.
C. Set up telephony integrations using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
D. Set up a customer survey for customers calling into identify the severity and impact of the recall.
Answer: B