Which technology will allow a client to enable ideas on a public website? There are two correct answers.

• A.Force.com Sites
• B.Force.com Web Services API
• C.Partner portal
• D.Customer portalPartner portal
• E.Self-service portal

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Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

• A.Create a custom product bug object and import data into Salesforce
• B.Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
• C.Use Web Services API to integrate the external database with Salesforce
• D.Use Bulk API to load the product bug data into Salesforce

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Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers

• A.Configure IVR auto response
• B.Deploy Call Center Directory
• C.Assign users to a call center
• D.Configure call center definition
• E.Install CTI adapter using open CTI

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A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

• A.Average customer satisfaction score by case
• B.Total number of cases by origin
• C.Average number of articles attached to a case
• D.Average number of activities per case

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If you delete a case, which two also get deleted? (Choose two answers)

• A.Solution
• B.Event
• C.Attachments
• D.Account

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