Question 1

The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

Options :

A : Field-Level Security

B : Omni-Channel Routing

C : Einstein Analytics

D : Knowledge Base

Answer: A

Question 2

The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?

Options :

A : Develop extensive custom functionalities with high implementation and maintenance costs.

B : Leverage standard Salesforce features and pre-built functionalities to avoid custom development.

C : Implement resource-intensive automations without considering their impact on operational cost.

D : Optimize agent schedules and routing based on real-time call volume and workload.

Answer: B

Question 3

Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

Options :

A : Integrating knowledge base articles within relevant chat conversations and case workflows.

B : Providing prominent access points to the new knowledge base across various customer-facing channels.

C : Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.

D : All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.

Answer: D

Question 4

Your data migration timeline is tight. Which option helps expedite the process?

Options :

A : Manual data entry into Salesforce records for critical information.

B : Utilizing data migration tools with automation capabilities and bulk processing features.

C : Outsourcing the data migration process to experienced third-party vendors.

D : All of the above, depending on the resources available and the complexity of the migration project.

Answer: D

Question 5

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system toSalesforce.A consultant has noticed that agents always open the contact record firstwhen they are routed a new Email-to-Case before they do anything elseWhat should the consultant set up to make this more efficient for agents?

Options :

A : Edit the Case page layout to embed the Contact Details component on the Case page Pop action

B : Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

C : Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

Answer: B

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