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NEW QUESTION 32
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. Log a Data Recovery case with Salesforce Support.D. Restore the data using the available backup.

Answer: C

 

NEW QUESTION 33
Why would customer upgrade from self-service to customer portal (Choose 3)?

A. Branded siteB. Access to custom objectsC. Better reportingD. Simpler and easier to configure

Answer: A,B,C

 

NEW QUESTION 34
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tab with Cases related listB. Case tabs with Account subtabsC. Account tabs with Case SubtabsD. Account tabs and Cases tab

Answer: A

 

NEW QUESTION 35
Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A. Report that displays # of newarticles created during the past 2 monthsB. Report displays # of articles associated to data categories during past 2 monthsC. Create a report that display the # of articles searched during the past 2 monthsD. Report that displays # of cases with articles attached during the past 2 months

Answer: C,D

 

NEW QUESTION 36
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A. Configure Lightning Guided Engagement.B. Customize the Pre-chat form.C. Customize the Lightning Console chat page.D. Configure a Live Chat Validation Rule.

Answer: B

 

NEW QUESTION 37
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