Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

• A.Have agents provide Customers with Community registration instructions when working a case.
• B.Identify active Customers and send them registration instructions via email.
• C.Have agents manually create Users when Community access is requested by Customers.
• D.Send email notifications to all Customers to join the Community.

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Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

• A.Case milestones
• B.Case escalation
• C.Omni-channel
• D.Entitlements

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Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

• A.Standardize all rows to match Salesforce data types.
• B.Import the records and use Duplicate Management.
• C.Import the records and create a workflow rule to change the data type.
• D.Install the Data Quality Analysis Dashboards from the AppExchange.
• E.Deduplicate the data before importing into Salesforce,

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Support engineer need to see a complete chronological list of field edit to a case, associated emails, case
comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?

• A.Create a custom Visualforce page
• B.Create a custom report
• C.Create a custom related list on the case
• D.Create a custom view on the Case tab

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Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

• A.Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
• B.It acts as an intermediary between telephony systems, the salesforce Call Center application, and
  Salesforce user interface
• C.It is a server-based software program that controls the appearence and behavior of a Salesforce
  SoftPhone
• D.It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
• E.It does NOT require a software install for each call center user on a Windows-based PC.

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