Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

• A.Identify active Customers and send them registration instructions via email.
• B.Have agents provide Customers with Community registration instructions when working a case.
• C.Have agents manually create Users when Community access is requested by Customers.
• D.Send email notifications to all Customers to join the Community.

Comment: *

Name: *

Email: *

Verification: *

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

• A.The specific Quick Action must be added to the Case Feed.
• B.The specific Quick Action must be added to the Case record page.
• C.Quick Actions must be enabled in the org.
• D.Global Actions need to be on the publisher layout.

Comment: *

Name: *

Email: *

Verification: *

Which support channel requires the smallest amount of agent work time?

• A.Chat
• B.Web to case
• C.Web self service
• D.Email to case

Comment: *

Name: *

Email: *

Verification: *

Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

• A.Customer Community Plus
• B.High Volume Customer Portal
• C.Customer Community
• D.Lightning External Apps Starter

Comment: *

Name: *

Email: *

Verification: *

It´s A

Lolo Bobon  

Nov 11, 2022

Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

• A.Monitor service level agreements (SLAs) and notify customers.
• B.Deliver training on case handling for contingent staff.
• C.Disable the Interactive Voice Response (IVR) system.
• D.Update the case status field values.
• E.Route cases to agents in an alternate center.

Comment: *

Name: *

Email: *

Verification: *