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NEW QUESTION 20
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)

A. Project kickoff presentationB. Project milestonesC. Requirements traceability matrixD. Solution design document

Answer: A,B

 

NEW QUESTION 21
Using Import Wizard, how many Asset records can you import at a time?

A. You cannot import Assets via Import WizardB. 100,000C. 0D. 1E. 50,000

Answer: A

 

NEW QUESTION 22
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

A. Add more support phone lines.B. Provide a self-help Customer Community.C. Ask sales reps to respond to support Cases.D. Limit Customers to 5 Cases per day.

Answer: B

 

NEW QUESTION 23
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. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.B. Configure the new app in developer org and use an unmanaged package to deploy to production.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 configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

Answer: B

 

NEW QUESTION 24
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A. Create a dashboard to track and manage call volumes by type.B. Create Knowledge Articles and publish internally and publicly.C. Configure IVR routing to bypass Tier 1 for the product line.D. Configure Omni-channel to assign cases directly to Tier 2.

Answer: B

 

NEW QUESTION 25
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