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NEW QUESTION 23
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

A. Entitlement processes, contract line items, milestones, and entitlementsB. Entitlement processes, milestones, milestone actions, and entitlementsC. Entitlement processes, contracts, milestones, and milestone actionsD. Entitlement processes, contracts, contract line Items, and entitlements

Answer: B

 

NEW QUESTION 24
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers

A. Middle-tier integrationB. Custom ObjectsC. Salesforce ConnectD. External Objects

Answer: C,D

 

NEW QUESTION 25
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A. Use the Files Related List on each article to add files to your articles.B. Upload the files as Documents, then relate them to the migrated Articles.C. Post the Files to the Chatter Feed on each Article.D. Use the Lightning Knowledge Migration Tool and choose 'include files'.

Answer: A

 

NEW QUESTION 26
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A. Create a case validation rule to ensure cases are owned by a user when closed.B. Create a Process Builder and Flow to change the owner on closed cases.C. Use a data tool to update the owner field on closed cases.D. Create a case assignment rule to ensure cases are owned by a user when closed.

Answer: C,D

 

NEW QUESTION 27
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. 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. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Answer: B

 

NEW QUESTION 28
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