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NEW QUESTION 29
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. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.C. 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.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 30
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue
for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to
completion in Chatter?

A. Bookmark all the comments related to the issue from SMEsB. Follow the SMEs to receive automatic updates when they add case commentsC. @mention the SMEs on the case Chatter feed and follow the caseD. Use hashtag (#) to track the customer case and SMEs comments

Answer: C

 

NEW QUESTION 31
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. Whatconfiguration should be recommended to meet this objective?

A. Assign articlemanagers to public groups and specific publication states to each group.B. Assign article managers to public groups and specific article actions to each group.C. Assign article managers to publication teams and specific article actions to each team.D. Assign article managers to publication teams and specific publication states to each team.

Answer: B

 

NEW QUESTION 32
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