Salesforce CRT-261 Quiz 54 Topic 7 Questions 266-270

Question: 1

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

AEnable social profile and add workflow rules to the contact object

BUse Twitter-to-Case and add workflow rules to the case object

CEnable social profile and add assignment rules to the case object

DUse the routing queues provided with Salesforce for Twitter and Facebook

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Question: 2

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?

AData loader, change sets, and Force.com Excel Connector

BForce.com migration tool, Force.com IDE, and change sets

CVisual Workflow, data loader, and Force.com IDE

DMass Transfer Records, change sets, and Force.com migration tool

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Question: 3

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

AUse workflow rules to send an email to the customer

BUse escalation rules to assign the case to a case queue

CUse auto-response rules to send an email to the customer

DUse assignment rules to assign the case to a case queue

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Question: 4

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

ACreate a custom web service to handle invoice inserts and updates from the billing system

BCreate a custom tab of type URL that displays a search page from the billing system

CImport payment data into Salesforce and add to the contact page layout related list

DCreate a Visualforce page that retrieves payment information via a Web Service call-out

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Question: 5

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?

APartner portal

BService Cloud portal (Customer Community)

CEnterprise admin

DSites

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Salesforce CRT-261 Quiz:54 Topic:7 Questions:266-270