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NEW QUESTION 36
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Web-to-Case
- B. Salesforce for Outlook
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION 37
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Validation Rules for article record types to verify all fields during creation.
- B. Approval Process that assigns an Article to a Reviewer Queue.
- C. Data Category to assign an article record type to a Reviewer.
- D. Knowledge Action to Publish an Article once the Article is approved.
Answer: A,B
NEW QUESTION 38
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?
- A. Create a report using the Case Age report type.
- B. Create a report using the Case Lifecycle report type.
- C. Create a report using the Case Snapshot report type.
- D. Create a report using the Case Historical Trending report type.
Answer: B
NEW QUESTION 39
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Plan, Prepare, Test, Execute, Validate
- B. Prepare, Plan, Test, Execute, Validate
- C. Plan, Prepare, Validate, Execute, Test
- D. Prepare, Plan, Validate, Execute, Test
Answer: C
NEW QUESTION 40
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, feedback, publish, approve, consume
- B. Create, approve, publish, consume, feedback
- C. Create, publish, feedback, approve, consume
- D. Create, consume, feedback, approve, publish
Answer: B
NEW QUESTION 41
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs and Cases tab
- C. Account tabs with Case Subtabs
- D. Case tabs with Account subtabs
Answer: A
NEW QUESTION 42
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. Bookmark all the comments related to the issue from SMEs
- B. @mention the SMEs on the case Chatter feed and follow the case
- C. Follow the SMEs to receive automatic updates when they add case comments
- D. Use hashtag (#) to track the customer case and SMEs comments
Answer: B
NEW QUESTION 43
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When a case is escalated this user is listed in the case history
- B. When an email notification is triggered via workflow this user is listed in the case history
- C. When a case is created via Email-To-Case this user is assigned as the case owner
- D. When a case is automatically assigned using assignment rules this user is listed in the case history
- E. When a case is created via Web-To-Case this user is listed in the case history
Answer: A,D,E
NEW QUESTION 44
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Email to Case
- B. Self Service Portal
- C. Chatter feeds
- D. Customer Portal
Answer: C
NEW QUESTION 45
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. Web-to-Case
- B. Salesforce for Outlook
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION 46
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. A separate .csv import file is uploaded for each data category
- B. One .csv import file is uploaded for all article types
- C. Each article must be associated to an article type
- D. Attachments and .html files must be referenced in a corresponding .zip file
- E. A separate .csv import file is uploaded for each article type
Answer: C,D,E
NEW QUESTION 47
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Enable social profile and add workflow rules to the contact object
- B. Use the routing queues provided with Salesforce for Twitter and Facebook
- C. Use Twitter-to-Case and add workflow rules to the case object
- D. Enable social profile and add assignment rules to the case object
Answer: D
NEW QUESTION 48
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. Web to case forms
- B. Omni channel routing
- C. On-Demand Email-to-case
- D. Standard email to case
Answer: C
NEW QUESTION 49
Which two configuration steps are required before quick actions can be used in Macros?
- A. The specific quick action must be added to the case record Type.
- B. The specific quick action must be added to the case Feed.
- C. Quick Actions must be enabled in the org.
- D. Global Actions needs on the publisher layout.
Answer: B,C
NEW QUESTION 50
For which purpose should a contact center use visual workflow?
- A. To assign follow-up tasks to an agent one week after a case is closed.
- B. To escalate a case to the support manager if it has been open for more than 72 hours.
- C. To automatically assign cases to a specific queue based on the customer support level.
- D. To automate business processes for agents who troubleshoot customer support issues via phone.
Answer: D
NEW QUESTION 51
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