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NEW QUESTION 66
Using Import Wizard, how many Asset records can you import at a time?
- A. 50,000
- B. 0
- C. 1
- D. 100,000
- E. You cannot import Assets via Import Wizard
Answer: E
NEW QUESTION 67
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- B. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
Answer: C
NEW QUESTION 68
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Create a dashboard that includes articles submitted by agents and approved for publication.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Measure and reward agents based on the number of new articles submitted for approval.
- D. Require agents to check a box on the case when submitting a new suggested article.
Answer: A,C
NEW QUESTION 69
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Activate Knowledge One on the case detail page.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- D. Create a Knowledge Visualforce component on the case detail page.
Answer: B
NEW QUESTION 70
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. CTI Adapter configuration
- B. Lightning Console enablement
- C. Service Console case creation configuration
- D. Call Center Definition File creation
Answer: A,D
NEW QUESTION 71
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
- A. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- B. Enable the "Access Recent Items" user permission on the user profiles.
- C. Enable the "History" component within the Salesforce Console for Service.
- D. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
Answer: C
NEW QUESTION 72
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a permission with access to the service console app
- B. Assign users a profile with access to the service console app
- C. Assign users a sharing rule with access to the service console app
- D. Assign user to public group with access to the service console app
Answer: A,B
NEW QUESTION 73
Universal Containers' 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 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. Customer Chatter groups
- B. Web-to-Case
- C. Emall-to-Case
- D. On-Demand Email-to-Case
Answer: C
NEW QUESTION 74
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom report.
- B. Create a custom Visualforce page.
- C. Create a custom view on the Case tab.
- D. Create a custom related list on the case.
Answer: B
NEW QUESTION 75
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel with Least Active Routing
- B. Configure Live Agent Skills-based Routing
- C. Configure Omni-Channel with Most Available Routing
- D. Configure Case Assignment Rules
Answer: C
NEW QUESTION 76
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Add Authors to the FaQ Data Category.
- B. Grant Authors access to the FAQ article type.
- C. Set article Org Wide Default to Public ReadWrite.
- D. Grant Authors access to the FaQ record type
Answer: D
NEW QUESTION 77
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Users, contacts, accounts, cases
- B. Users, accounts, contacts, cases
- C. Accounts cases, users, contacts
- D. Accounts, contacts, cases, users
Answer: B
NEW QUESTION 78
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Lightning External Apps Starter
- B. High Volume Customer Portal
- C. Customer Community Plus
- D. Customer Community
Answer: D
NEW QUESTION 79
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Site consolidation
- B. Recovery point objective
- C. Criteria for plan activation
- D. Open access to systems
Answer: C
NEW QUESTION 80
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Chatter Questions
- B. Community
- C. Live Agent
- D. Web -to -Case
Answer: A,B
NEW QUESTION 81
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