What are two benefits of deploying Knowledge in Customer Communities?

• A.Reduces incoming call volume
• B.Replaces the need for an email channel
• C.Eliminates tracking of customer entitlements
• D.Uncovers gap in the knowledge base

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Which application will allow a client to enable Ideas on a public website?

• A.Self-service portal
• B.Customer portal
• C.Partner portal
• D.Sites

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A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

• A.Hire a certified developer to write an apex trigger that creates each new activity.
• B.Provide a macro that will automatically create the activities when executed.
• C.Assign a single agent to create the activities on all new onboarding cases.
• D.Add an object-specific custom quick action to create new activities.

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Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

• A.Configure Omni-Channel with Least Active Routing
• B.Configure Omni-Channel with Most Available Routing
• C.Configure Live Agent Skills-based Routing
• D.Configure Case Assignment Rules

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Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

• A.Develop data map
• B.Perform data cleaning
• C.Enable data validation rules
• D.Normalize database

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