Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

• A.Case Escalation
• B.Entitlements
• C.Case Milestones
• D.Omni-Channel

Comment: *

Name: *

Email: *

Verification: *

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

• A.Write an Apex trigger that deletes one case each time a new case is created.
• B.Ask contact center managers to review data each quarter to possiblydelete.
• C.Create a data retention plan that archives or purges Cases at regular intervals.
• D.Optimize queries to reduce the scope of Cases included with each search.

Comment: *

Name: *

Email: *

Verification: *

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure CustomerCommunity users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

• A.A sharing rule to ensure record access is granted based on criteria of the case.
• B.An organization-wide default of Public Read/Write on the Case object.
• C.A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
• D.A sharing set to grant the Customer Community user access to records associated to their Contact record.

Comment: *

Name: *

Email: *

Verification: *

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

• A.Create a custom tab of type URL that displays a search page from the billing system
• B.Create a Visualforce page that retrieves payment information via a Web Service call-out
• C.Import payment data into Salesforce and add to the contact page layout related list
• D.Create a custom web service to handle invoice inserts and updates from the billing system

Comment: *

Name: *

Email: *

Verification: *

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking toevaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

• A.Create a group of super users that will evaluate and manage articles.
• B.Send out a monthly survey to customers requesting feedback.
• C.Install Knowledge Base Dashboards and Reports AppExchange package.
• D.Contact Salesforce to send a report on article efficacy.

Comment: *

Name: *

Email: *

Verification: *