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NEW QUESTION # 87
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?
- A. Prepare, Plan, Validate, Execute, Test
- B. Plan, Prepare, Test, Execute, Validate
- C. Prepare, Plan, Test, Execute, Validate
- D. Plan, Prepare, Validate, Execute, Test
Answer: C
Explanation:
The steps are as follows:
* Prepare: Identify the data sources, formats, volumes, and quality. Define the data mapping and transformation rules. Cleanse and deduplicate the data.
* Plan: Define the migration strategy, scope, timeline, resources, and tools. Establish the security and backup procedures. Document the migration plan and get approval from stakeholders.
* Test: Perform a trial run of the migration using a subset of data in a sandbox environment. Verify the data quality, integrity, and performance. Identify and resolve any issues or errors.
* Execute: Perform the actual migration using the full data set in the production environment. Follow the migration plan and monitor the progress. Log any issues or errors and resolve them as soon as possible.
* Validate: Review the migrated data and compare it with the source data. Check for any discrepancies, duplicates, or missing values. Confirm that the data meets the business requirements and expectations.
Verified References: [Data Migration Strategy in Salesforce]
NEW QUESTION # 88
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?
- A. Einstein Bots
- B. AppExchange package
- C. Messaging for Web
Answer: C
Explanation:
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
NEW QUESTION # 89
Which method can be used to route cases from social channels?
- A. use Twitter-to-case and add workflow rules to the case object.
- B. Enable Social Customer Service and add assignment rules to the case object.
- C. Enable Social Network Profile and add workflow rules to the contact object.
- D. Enable Social Network Profile and add assignment rules to the case object.
Answer: B
NEW QUESTION # 90
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Configure Chatter for public access
- B. Implement SOS for mobile experience
- C. Utilize KCS to manage Knowledge
- D. Add Live Agent to public-facing sites
- E. Create a Customer Community
Answer: B,C,D
NEW QUESTION # 91
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?
- A. Total Open Cases
- B. Reduced Call Volume
- C. Average Handle Time
Answer: C
Explanation:
To measure the effectiveness of two-way mobile messaging, the Average Handle Time (AHT) metric is suitable. AHT assesses the efficiency of conversations and problem resolution through messaging, providing insights into how this channel impacts support team performance and customer satisfaction, helping to evaluate the success of the implementation.
NEW QUESTION # 92
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?
- A. Define case auto-response rules.
- B. Use Flow Builder to create a flow with a scheduled path.
- C. Configure case escalation rules.
- D. Establish case assignment rules.
Answer: C
NEW QUESTION # 93
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Omni channel
- B. Appexchange solution
- C. Social Conversation component
- D. Custom lightning component
Answer: C
Explanation:
Explanation
Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts.
Verified References:
: https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
: https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5
NEW QUESTION # 94
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- B. Case Assignment Rules, Queues, Chatter Groups, Live Agent
- C. Escalation Rules, Queues, Chatter Groups, Omni-Channel
- D. Escalation Rules, Queues, Public Groups, Live Agent
Answer: A
NEW QUESTION # 95
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
- A. Manually update the corrupt data to correct it.
- B. Use Data Loader to delete the corrupt data.
- C. Restore the data using the available backup.
- D. Log a Data Recovery case with Salesforce Support.
Answer: D
NEW QUESTION # 96
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?
- A. Sequential
- B. No Resource
- C. Independent
- D. Auto-Add
Answer: C
Explanation:
Explanation
Independent is the recommended Milestone Recurrence Type to meet the requirements, because it allows CK to create a milestone that recurs every time a customer contacts them, regardless of whether the previous milestone was completed or not. Independent recurrence type ensures that each customer contact has a 24-hour response time milestone, and that any violation of the milestone is tracked separately. Verified References: :
Milestone Recurrence Types
NEW QUESTION # 97
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a data category for each product and assign them to each team bases on their product specialization
- B. Create a permission set for each record type and assign them to each team based on their product specialization
- C. Create a page layout for each article type and assign them to each team based on their product specialization
- D. Create an article action for each record type and assign them to each team based on their product specialization
Answer: A
NEW QUESTION # 98
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
- A. Create multiple CSV files, one for each article type
- B. Match each new article to an existing article type
- C. Create HTML files referencing image to be uploaded
- D. Create a single CSV file, including all article types
- E. Load all articles with the Apex data loader tool
Answer: A,B,C
NEW QUESTION # 99
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use a validation rule
- B. Use an Apex trigger
- C. Use a workflow rule with an action
- D. Use a case assignment rule
Answer: C
NEW QUESTION # 100
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app m developer org and use an unmanaged package to deploy to production.
- B. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- C. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
Answer: A
NEW QUESTION # 101
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
- A. Coach users on minimizing open console tabs.
- B. Ensure each laptop has a modern browser installed.
- C. Allow the user to log into Live Agent from multiple browsers.
- D. Add additional components to the Lightning console.
Answer: A,B
NEW QUESTION # 102
Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
- A. Create an Einstein Bot.
- B. Build a Screen Flow.
- C. Configure a Visual Remote Assistant.
Answer: A
Explanation:
To provide automated self-service on an ecommerce site for customers to check order status, creating an Einstein Bot is recommended. Einstein Bots can be integrated into websites and configured to provide real-time, automated responses to common customer inquiries, such as order status updates, enhancing the customer experience by providing instant access to information without human intervention.
NEW QUESTION # 103
Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend?
- A. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
- B. Create two custom mobile apps, one for Apple and the other for Android.
- C. Explain that community users can access the site through a web browser.
Answer: A
Explanation:
For creating a secure, branded mobile app for Experience Cloud customers, utilizing Salesforce Mobile Publisher is recommended. This tool allows for the creation of a unified mobile app compatible with both Apple and Android devices, providing a seamless experience for customers to engage with the brand, track cases, and interact with the community.
NEW QUESTION # 104
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