QUESTION 77
When migrating data from an older system to a new one, what steps should be taken? Choose2 answers.

QUESTION 78
Universal Containers needs to customize Salesforce to improve itsSupport Agents’ experience so they can work more efficiently.
Which two features requires Service Cloud?

QUESTION 79
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

QUESTION 80
Universal containers is in the process of setting up abusiness-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?

QUESTION 81
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.

QUESTION 82
UC is concerned with system performance in its contact center because the number of records has exceeded
40 million. What platform functionality might be affectedby the number of contact records?

QUESTION 83
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client’s system integration. What would the consultant recommend to expedite the handling of thesecases?

QUESTION 84
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

QUESTION 85
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

QUESTION 86
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?

QUESTION 87
Universal Containers implementedSalesforce 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.

QUESTION 88
Universal Containersrequires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

QUESTION 89
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

QUESTION 90
The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

QUESTION 91
A customer-submitted case is routed to a service desk agentat Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

QUESTION 92
Universal Containers wants to provide its resellers a secure portal where they can manage their customeraccounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

QUESTION 93
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

QUESTION 94
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

QUESTION 95
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

QUESTION 96
Auto Response rules work on which objects?