What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

• A.To provide live and historical data on system performance
• B.To provide best practices for continuity plans
• C.To provide live support for system and data backup
• D.To provide information planning planned maintenance
• E.To provide online security threat information

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Which of the following utilize the "Automated Case User" (Choose 3 answers):

• A.When a case is created via Email-To-Case this user is assigned as the case owner
• B.When an email notification is triggered via workflow this user is listed in the case history
• C.When a case is created via Web-To-Case this user is listed in the case history
• D.When a case is automatically assigned using assignment rules this user is listed in the case history
• E.When a case is escalated this user is listed in the case history

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A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

• A.Build a dashboard to display individual performance by agent versus the team goal
• B.Lower the target for entire team to that of Agent A
• C.Update case assignment rules to route more cases to Agent A
• D.Document and share the practices of Agent A with the team via knowledge articles
• E.Review case history and activities for Agents B and C

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Which three are characteristics of Visual Workflow? Choose 3 answers

• A.Elements can be used to pass data to legacy systems.
• B.Only one version of a flow can be activated at a time.
• C.Elements can be used to update fields in the database.
• D.Apex code must be used to update fields in the database.
• E.Apex code must be used to pass data to legacy systems.

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The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

• A.Create a permission set for each record type and assign them to each team based on their product specialization
• B.Create a data category for each product and assign them to each team bases on their product specialization
• C.Create a page layout for each article type and assign them to each team based on their product specialization
• D.Create an article action for each record type and assign them to each team based on their product specialization

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