Question 1

Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.

When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.

What is the recommended solution?

Options :

A : Visual Remote Assistant

B : Field Service

C : Workforce Engagement

D : Incident Management

Answer: B

Question 2

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Options :

A : Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B : Plan and communicate the deployment to all users of the organization in advance.

C : Select a window of time when users will NOT be making changes to the organization.

D : Ensure all users refrain from logging into production for an entire day prior to deployment.

E : Migrate a test deployment to a staging environment for a smoother real-life experience.

Answer: A,B,C

Question 3

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

Options :

A : Number of cases closed by self-service users

B :

Average call handle time by team.

C : Number of Knowledge articles created each month.

D : Number of cases created using Communities by month.

Answer: A,D

Question 4

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement?

Options :

A : Record Types

B : Dynamic Forms

C : Omni-Channel

Answer: A

Question 5

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

Options :

A : Keep all open in tabs.

B : Use a second Console session.

C : Define a custom List View.

D : Add History to the Utility bar.

Answer: D