QUESTION 58
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?

QUESTION 59
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?

QUESTION 60
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

QUESTION 61
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

QUESTION 62
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable “Use standard Salesforce sharing” in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?

QUESTION 63
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?

QUESTION 64
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

QUESTION 65
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

QUESTION 66
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

QUESTION 67
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

QUESTION 68
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

QUESTION 69
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

QUESTION 70
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

QUESTION 71
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

QUESTION 72
UC’s service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)