- (Exam Topic 1)
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
Correct Answer:C
- (Exam Topic 2)
If you delete a case, which two also get deleted? (Choose two answers)
Correct Answer:CD
- (Exam Topic 1)
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: • Monitor Facebook fan page for new posts and comments from customers
• Link new posts and comments to an existing customer record
• Respond to posts from the existing Salesforce Console for Service
• Create and link social personas to contacts
What should a consultant recommend to meet these requirements?
Correct Answer:D
- (Exam Topic 2)
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?
Correct Answer:A
- (Exam Topic 1)
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
Correct Answer:ACD
- (Exam Topic 2)
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
Correct Answer:A