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UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

A.

Implement Service Cloud console to support agents

B.

LeverageLive Agent for web-based chat

C.

Enable service contracts and entitlements

D.

Implement Salesforce Knowledge on a portal

Universal Containers wants to provide its customers with more support options.

Which three should a Consultant recommend?

Choose 3 answers

A.

Create a Customer Community

B.

UtilizeKCS to manage Knowledge

C.

Add Live Agent to public-facing sites

D.

Configure Chatter for public access

E.

Implement SOS for mobile experience

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?

A.

Enable the self-service portal to generate logins for the hospital staff by region.

B.

Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

C.

Design a custom object to track credit requests and route them regionally using assignment rules

D.

Use cases to track the credit requests and route than to regional teams using assignment rules

A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requestedfrequent project updates for check-ins and refinement.

Which methodology should the Consultant recommend to meet the given requirements?

A.

Kanban

B.

Lightning Platform

C.

Agile

D.

Waterfall

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A.

Number of Portal Logins per Day

B.

Knowledge Article Usage

C.

Average Call Handle Time

D.

Cases by Support Channels

E.

Escalated Calls

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

Which three statements must be considered?

Choose three answers

A.

A separate .csvimport file is uploaded for each data category

B.

Attachments and .html files must be referenced in acorresponding .zip file

C.

Each article must be associated to an article type

D.

One .csv import file is uploaded for all article types

E.

A separate .csv import file is uploaded for each article type

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 thisdata into universal containers service cloud instance

A.

Bulk Data Transfer API

B.

Java Language Specific Toolkit

C.

Data Integration via SOAP API

D.

Cloud-to-Cloud Integration Toolkit

When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

A.

Data Cleansing

B.

Data Normalization

C.

Activate data validation rules

D.

Data mapping

Which technology will allow a client to enable ideas on a public website? There are two correct answers.

A.

Force.com Sites

B.

Customer portalPartner portal

C.

Self-serviceportal

D.

Partner portal

E.

Force.com Web Services API

Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

A.

Run and view Salesforce reports.

B.

Update case data for a customer.

C.

Post report information on Chatter.

D.

Review existing cases for an account.