Question 1

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 2

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.What feature should a consultant recommend to meet this requirement?

Options :

A : Web-to-Case

B : Embedded Chat Service

C : Customer Community

D : Case Assignment Rules

Answer: B

Question 3

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.Which approach should be used for the data migration?

Options :

A : Prepare, Plan, Test, Execute, Validate

B : Plan, Prepare, Test, Execute, Validate

C : Prepare, Plan, Validate, Execute, Test

D : Plan, Prepare, Validate, Execute, Test

Answer: D

Question 4

Universal Containers wants to implement a customer service community.The goal of the community is to enable community members to access, create, and manage cases online.How should the consultant implement these requirements?

Options :

A : Create a sharing rule to share the contact record with the community member.

B : Change the org-wide default for cases and contacts internal access to private.

C : Set up a sharing set to grant access based on the community member-s contact record.

D : Update the case assignment rule to add the community member to the predefined case team.

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