When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

• A.Data Normalization
• B.Data Cleansing
• C.Activate data validation rules
• D.Data mapping

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Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance

• A.Data Integration via SOAP API
• B.Java Language Specific Toolkit
• C.Bulk Data Transfer API
• D.Cloud-to-Cloud Integration Toolkit

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Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

• A.Import payment data into Salesforce and add to the contact page layout as a related list.
• B.Create a Visualforce page that retrieves payment information via a Web Service call-out.
• C.Create a custom tab of type URL that displays a search page from the billing system.
• D.Use Lightning Connect to connect and access data in real-time from the billing system.

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A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

• A.Knowledge search query with no results.
• B.Knowledge articles with the lowest rating.
• C.Number of knowledge articles in each data category.
• D.Knowledge articles created by call center agents.

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Which two configuration steps are required before quick actions can be used in Macros?

• A.The specific quick action must be added to the case record Type.
• B.Global Actions needs on the publisher layout.
• C.Quick Actions must be enabled in the org.
• D.The specific quick action must be added to the case Feed.

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