Question 1

You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

Options :

A : Workflow Rules with email field criteria triggering case creation.

B : Process Builder sequences defining steps for email parsing and case generation.

C : Email-to-Case enabled on the Case object with appropriate field mapping.

D : Einstein Bots configured to handle email inquiries and create cases if needed.

Answer: C

Question 2

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

Question 3

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 4

The customer values user adoption and training. Which element should be prioritized in the implementation plan?

Options :

A : Extensive technical documentation and configuration guides.

B : Comprehensive change management and communication strategy.

C : End-to-end user training programs and support resources.

D : Development and testing of core functionalities before focusing on user experience.

Answer: C

Question 5

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?

Options :

A : Messaging for Web and Einstein Bots

B : Web to Chat and Embedded Service

C : Messaging for Web and Embedded Service

Answer: C