Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
A. Custom indexes
B. Tiered data strategy
C. Record types
D. Divisions
E. Custom search
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?
A. Data loader, change sets, and Force.com Excel Connector
B. Force.com migration tool, Force.com IDE, and change sets
C. Visual Workflow, data loader, and Force.com IDE
D. Mass Transfer Records, change sets, and Force.com migration tool
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?
A. Normalize database
B. Perform data cleaning
C. Enable data validation rules
D. Develop data map
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
A. Force.com Sites
B. Customer portalPartner portal
C. Self-service portal
D. Partner portal
E. Force.com Web Services API
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
A. Create the data categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
C. Create the custom fields for the slide type
D. Set up the article actions and assign publishers to each action
E. Set the publication status of the article tame to draft status
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
A. Requirements traceability matrix
B. Solution design document
C. Project milestones
D. Project kickoff presentation
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?
A. Use workflow rules to send an email to the customer
B. Use escalation rules to assign the case to a case queue
C. Use auto-response rules to send an email to the customer
D. Use assignment rules to assign the case to a case queue
What is the primary function of a private branch exchange (PBX)?
A. To receive multiple calls at one time
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To mate calls to different agents
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
1.
Average handle time (AHT)
2.
Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
A. Automatic Call Distributor (ACD)
B. Entitlements
C. Workflow Management (WFM)
D. Chat log history
E. Interactive Voice Response (IVR)
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