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NEW QUESTION 37
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can
work more efficiently.
Which two features requires Service Cloud?
- A. Open multiple case records as tabs and sub tabs
- B. Utility Bar
- C. Unique page layouts for each Case Record Type
- D. Access to Knowledge Articles
Answer: C,D
NEW QUESTION 38
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Enable article deliveries
- B. Assign article types to the communities
- C. Enable public solutions.
- D. Publish articles to external channels
- E. Configure content library permissions
Answer: B,C,D
NEW QUESTION 39
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Console Keyboard Shortcuts
- B. Configure Macros
- C. Collapsible Sidebar Components
- D. Multiple Monitors Components
Answer: B
NEW QUESTION 40
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 Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- D. 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
Answer: D
NEW QUESTION 41
UC has completed development and testing of its Service Cloud implementation and plans to migrate
functionality from the sandbox environment to the production environment. What should be used for migration
functionality?
- A. Visual Workflow, data loader, and Force.com IDE
- B. Data loader, change sets, and Force.com Excel Connector
- C. Mass Transfer Records, change sets, and Force.com migration tool
- D. Force.com migration tool, Force.com IDE, and change sets
Answer: D
NEW QUESTION 42
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. Community
- B. Web to Case
- C. Email to Case
- D. On Demand Email to Case
Answer: C
NEW QUESTION 43
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report that displays # of cases with articles attached during the past 2 months
- B. Report displays # of articles associated to data categories during past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Create a report that display the # of articles searched during the past 2 months
Answer: A,D
NEW QUESTION 44
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. Field Service Lightning
- B. Salesforce Knowledge
- C. Customer Community
- D. SOS Video Chat
Answer: D
NEW QUESTION 45
Which document should be created to support the initial planning phase of animplementation project? (Choose
2)
- A. Project milestones
- B. Solution design document
- C. Requirements traceability matrix
- D. Project kickoff presentation
Answer: A,D
NEW QUESTION 46
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the
consultant do to overcome this? choose 2 options
- A. Identify those cases and assign to the closure team
- B. Supervisors to investigate those cases
- C. Use escalation rule to send an email
- D. Use auto response rule to send an email
Answer: A,B
NEW QUESTION 47
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
- A. Communicate information about the upgrade to customers in advance.
- B. Publish ongoing updates to the community knowledge base with details about the upgrade.
- C. Replace the default outage page with a custom page containing upgrade information.
- D. Notify customers once the upgrade is completed and full services are restored.
- E. Send routine status updates to customers via Chatter during the upgrade.
Answer: A,C,D
NEW QUESTION 48
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Customer Portal
- B. Email to Case
- C. Self Service Portal
- D. Chatter feeds
Answer: D
NEW QUESTION 49
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to public groups and specific article actions to each group.
- B. Assign article managers to public groups and specific publication states to each group.
- C. Assign article managers to publication teams and specific publication states to each team.
- D. Assign article managers to publication teams and specific article actions to each team.
Answer: A
NEW QUESTION 50
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Telemarketing center
- B. Information Technology (IT) help desk
- C. Human Resources (HR) help desk
- D. Telesales center
Answer: B
NEW QUESTION 51
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This
will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud
instance
- A. Cloud-to-Cloud Integration Toolkit
- B. Java Language Specific Toolkit
- C. Bulk Data Transfer API
- D. Data Integration via SOAP API
Answer: C
NEW QUESTION 52
Which configuration item must be created when implementing Lightning Knowledge?
- A. Record Types
- B. Article Types
- C. Attachment Types
- D. File Types
Answer: A
NEW QUESTION 53
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Partner Community
- B. Employee Community
- C. Customer Community
- D. Reseller Community
Answer: A
NEW QUESTION 54
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