Question: 1
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
Question: 2
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
Question: 3
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
Question: 4
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers
Question: 5
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
A Prepare, Plan, Text, Execute, Validate
B Prepare, Plan, Validate, Execute, Text
C Plan, Prepare, Test, Execute, Validate
D Plan, Prepare, Validate, Execute, Text
Answer : C
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