A support agent has a detailed question about product functionality. The agent needs to access a real-time
response from internal subject matter experts. Which feature will help the support agent send this question to
the right group of people?

• A.Public Groups
• B.Mass Email
• C.Chatter Groups
• D.Escalation Rules

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What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

• A.To provide live and historical data on system performance
• B.To provide information planning planned maintenance
• C.To provide online security threat information
• D.To provide best practices for continuity plans
• E.To provide live support for system and data backup

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UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

• A.Service Cloud portal (Customer Community)
• B.Enterprise admin
• C.Sites
• D.Partner portal

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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 for approved cases. What should a consultant recommend to manage this process using Service Cloud?

• A.Use cases to track the credit requests and route than to regional teams using assignment rules
• 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.Enable the self-serviceportal to generate logins for the hospital staff by region.

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UC has completed development and testing of its Service Cloud implementation and plans to migrate
functionality from the sandbox environment to the production environment. What should be used for migration
functionality?

• A.Mass Transfer Records, change sets, and Force.com migration tool
• B.Data loader, change sets, and Force.com Excel Connector
• C.Visual Workflow, data loader, and Force.com IDE
• D.Force.com migration tool, Force.com IDE, and change sets

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