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NEW QUESTION 100
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.
- A. Number of outbound calls per day
- B. Number of lead referrals
- C. Number of attempts to contact
- D. Number of closed cases
Answer: A,C
NEW QUESTION 101
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Search Utility Component
- B. Comment Search Component
- C. Comments List View
- D. Global Search
Answer: D
NEW QUESTION 102
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent
which requires 24/7 resolution.
- A. Validation rules on case process field
- B. Workflow rule
- C. Escalation rule to ignore business hours based on case criteria
Answer: C
NEW QUESTION 103
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to
give customers access to service level agreements (SLA) via the portal. Which solution is recommended to
accomplish this requirement?
- A. Service contracts
- B. Assets
- C. Cases
- D. Milestones
Answer: A
NEW QUESTION 104
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Assign article types to the communities
- B. Configure content library permissions
- C. Enable article deliveries
- D. Enable public solutions.
- E. Publish articles to external channels
Answer: A,D,E
NEW QUESTION 105
Universal Containers support manager wants to share product-specific information with their customer
Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Enable Public Solutions
- B. Enable Article deliveries
- C. Publish Articles to external channels
- D. Assign Article types to the Community
- E. Configure Content Library permission
Answer: A,C,D
NEW QUESTION 106
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
- A. To provide live and historical data on system performance
- B. To provide information planning planned maintenance
- C. To provide online security threat information
- D. To provide live support for system and data backup
- E. To provide best practices for continuity plans
Answer: A,B,C
NEW QUESTION 107
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to
Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read
historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites with Knowledge and Web-to-Case
- B. Visualforce and Self-Service Portal
- C. Force.com Sites and High-Volume Customer Portal
- D. Force.com Sites with Knowledge and Email-to-Case
Answer: C
NEW QUESTION 108
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a
Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production
copy and making sure agents can work from the production copy until production is restored. The results of
the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Full copy sandbox for the DR exercise
- B. Use a Partial sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Developer Pro sandbox for the DR exercise
Answer: A
NEW QUESTION 109
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Use a Change Set
- B. Create an Unmanaged Package
- C. Manually re-create the Permission Sets
- D. Publish a Managed Package
Answer: A
NEW QUESTION 110
What is the primary function of a private branch exchange (PBX)?
- A. To receive multiple calls at one time
- B. To report the caller's background information
- C. To mate calls to different agents
- D. To use speech recognition to direct calls
Answer: A
NEW QUESTION 111
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case
comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
- A. Create a custom related list on the case
- B. Create a custom report
- C. Create a custom Visualforce page
- D. Create a custom view on the Case tab
Answer: A
NEW QUESTION 112
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Document the requirements gap and communicate development options to the project team
- B. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- C. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- D. Add development resources to the project team to build out the additional requirements.
Answer: A
NEW QUESTION 113
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in
product documentation. The information is captures on a case with the "Errata" record type. The Technical
Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record
type is created - B. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type
is created - C. Create a workflow rule and email alert action that sends an email to the case contact when a case with
the "Errata" record type is created - D. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record
type is created
Answer: C
NEW QUESTION 114
UC's support team requires its customers to submit their support inquiries via free form email (Outlook,
Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Email-to-Case
- D. Customer Chatter groups
Answer: A
NEW QUESTION 115
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Data Category to assign an article record type to a Reviewer.
- B. Validation Rules for article record types to verify all fields during creation.
- C. Knowledge Action to Publish an Article once the Article is approved.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: A,B
NEW QUESTION 116
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Create email templates with Knowledge Articles attached.
- B. Add the Knowledge tab to the Console app.
- C. Add the Knowledge Component to the Service Console.
- D. Add the Suggested Article widget to the Case page layout.
Answer: C
NEW QUESTION 117
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback button to articles.
- B. Require agents to create Knowledge articles when opening a case.
- C. Add the Submit Feedback buttonon the Solutions tab.
- D. Allow agents to create Knowledge articles when closing a case.
Answer: D
NEW QUESTION 118
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