In order to satisfy the internal EnterpriseSecurity requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until productionis restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

• A.Use a Full copy sandbox forthe DR exercise
• B.Allow the exercise to be done in a Production instance
• C.Use a Developer Pro sandbox for the DR exercise
• D.Use a Partial sandbox for the DR exercise

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To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

• A.Add Knowledge Data Categories to each Case.
• B.Add the Knowledge Component to the Case record page.
• C.Add the Knowledge related list to the Case record page.
• D.Add the Knowledge tab to the Service Console.

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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, Validate, Execute, Test
• C.Plan, Prepare, Validate, Execute, Test
• D.Prepare, Plan, Test, Execute, Validate

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

• A.Average Handle Time
• B.Service-Level Agreements
• C.First Call Resolution
• D.Time to Answer

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Universal Containers initiates cases based on electronic transmissions from power units. The case management
process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as
child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

• A.Account team relationship to the primary contact
• B.Case closure rules on the original case
• C.Total number of account and contact records in the database
• D.Visibility and access to the work order records
• E.Work order and customer contact escalation requirements

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