Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

• A.On-Demand Email-to-Case
• B.Omni-Channel routing
• C.Standard Email-to-Case
• D.Web-to-Case forms

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At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?

• A.Enable Chatter case feed and add product development team members to the case team.
• B.Create a private Chatter group with customers and invite key individuals to join the group.
• C.Create a related child case and assign the child case to the product development team.
• D.Build a repository of Knowledge articles related to integration and share it with the customer.

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Customers can contact Universal Appliances to report problems with their appliances within 30 days of
delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known
product bugs logged by the product engineers. Which solution should a consultant design to meet this
requirement? (Choose 2)

• A.Use Web Services API to integrate the external database with Salesforce
• B.Use Bulk API to load the product bug data into Salesforce
• C.Create a custom product bug object and import data into Salesforce
• D.Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

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As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

• A.Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
• B.Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
• C.Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
• D.Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

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Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

• A.Create an Unmanaged Package
• B.Manually re-create the Permission Sets
• C.Publish a Managed Package
• D.Use a Change Set

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