Question 1

vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultantconfigure to satisy this request ?

Options :

A : Create a macro to send an email with the article to customer

B : create an auto response rule to send the article to teh customer

C : create a workflow email alert to send the artilce to the customer

D : create a lightning email template to sned artilce to customer

Answer: D

Question 2

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

Options :

A : Average Handle Time

B : Reduced Call Volume

C : Total Open Cases

Answer: A

Question 3

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: B,C,E

Question 4

UCs is implementing Salesforce Knowledge at its contact center. The contactcenter has a dedicated support team for each product that it supports. Contactcenter agents should only be able to view articles for the product they support.What solution should a consultant recommend to meet this requirement?

Options :

A : Assign team-based roles to the associated product article types

B : Assign team-based profiles to the associated product article types

C : Assign team-based roles to the associated product data category value

D : Assign team-based profiles to the associated product data category value

Answer: C

Question 5

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.How should a Consultant accomplish this?

Options :

A : Standard Email-to-Case with assignment rules

B : Lightning Email with web routing prioritization

C : Omni-Channel with prioritized queues

D : Standard Web-to-Case with assignment rules

Answer: A