Question 1

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Options :

A : Contact Salesforce to send a report on article efficacy.

B : Send out a monthly survey to customers requesting feedback.

C : Install Knowledge Base Dashboards and Reports AppExchange package.

D : Create a group of super users that will evaluate and manage articles.

Answer: C

Question 2

Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.

What is the recommended solution to meet the requirements'

Options :

A : Configure e deshboerd refresh schedule.

B : Ensure View All Data is not assigned to users.

C : Use a Dynamic Dashboard based on running user.

D : Add multiple Dashboard Filters.

Answer: C

Question 3

Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.

Which methodoogy should a consultant recommend?

Options :

A : Extremen Programming

B : Lean Development

C : Scrum

D : Kanban

Answer: B

Question 4

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.

When implementing Salesforce, what solution should a consultant recommend for this scenario?

Options :

A : Email-to-Case

B : Salesforce for Outlook

C : Web-to-Case

D : On-Demand Email-to-Case

Answer: A

Question 5

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem

Options :

A : Configure Case Assignment Rules to use Queues.

B : Configure Omni-Channel Routing Model as Most Available.

C : Configure Case Assignment Rules to use Users.

D : Configure Omni-Channel Routing Model as Least Active.

Answer: A

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