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NEW QUESTION 20
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Optimized use of resourcesB. Increased call deflectionC. Reduced support channelsD. Increased call routing accuracyE. Reduced issue resolution time

Answer: A,C,E

 

NEW QUESTION 21
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?

A. Change the org-wide default for cases and contacts internal access to private.B. Create a sharing rule to share the contact record with the community member.C. Update the case assignment rule to add the community member to the predefined case team.D. Set up a sharing set to grant access based on the community member's contact record.

Answer: D

 

NEW QUESTION 22
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A. Case FeedB. Push NotificationsC. Next Best ActionsD. Omni-channel Supervisor

Answer: D

 

NEW QUESTION 23
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A. Plan and communicate the deployment to all users of the organization in advance.B. Ensure all users refrain from logging into production for an entire day prior to deployment.C. Migrate a test deployment to a staging environment for a smoother real-life experience.D. Select a window of time when users will NOT be making changes to the organization.E. Ensure that at least 60% of the code is covered by unit tests before deploying to production.

Answer: A,C,D

 

NEW QUESTION 24
Which three are characteristics of Visual Workflow? Choose 3 answers

A. Elements can be used to pass data to legacy systems.B. Elements can be used to update fields in the database.C. Apex code must be used to update fields in the database.D. Only one version of a flow can be activated at a time.E. Apex code must be used to pass data to legacy systems.

Answer: A,C,D

 

NEW QUESTION 25
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