Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance
A. Bulk Data Transfer API
B. Java Language Specific Toolkit
C. Data Integration via SOAP API
D. Cloud-to-Cloud Integration Toolkit
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?
A. Partner portal
B. Service Cloud portal (Customer Community)
C. Enterprise admin
D. Sites
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
A. Mass email
B. Communities
C. Public groups
D. Salesforce Chat
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
A. Lightning Service Console
B. An AppExchange Solution
C. Field Service Lightning
D. Customer Community
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
A. Use a workflow rule with an action
B. Use a validation rule
C. Use a case assignment rule
D. Use an Apex trigger
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
A. Number of Closed cases on first call
B. Average Number of days to close cases
C. Number of open cases per day
D. Number of cases escalated
E. Number of new customers added
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?
A. Lightning Knowledge
B. Classic Knowledge
C. Salesforce Content
D. Salesforce Files
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.
A. Data Cleansing
B. Data Normalization
C. Activate data validation rules
D. Data mapping
Auto Response rules work on which objects?
A. Leads and Cases
B. Leads and accounts
C. Accounts and Opportunity
D. Accounts and Cases
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
A. Use Visualforce to create a wizard for each process
B. Organize the fields on the page layout to match each process
C. Use Visual Workflow to streamline the process
D. Create a custom object for each step in the process
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