Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

• A.Ask contact center managers to review data each quarter to possibly delete.
• B.Write an Apex trigger that deletes one case each time a new case is created.
• C.Optimize queries to reduce the scope of Cases included with each search.
• D.Create a data retention plan that archives or purges Cases at regular intervals.

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Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

• A.Web-to-Case
• B.Salesforce for Outlook
• C.Email-to-Case
• D.On-Demand Email-to-Case

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The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

• A.Enable Chatter for agent collaboration
• B.Enable Live Agent to handle incoming service inquiries
• C.Create auto-response templates for incoming emails
• D.Enable Ideas in a customer portal

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The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

• A.Approval of test scripts from the business lead
• B.Verification of the production migration checklist
• C.Fund customer approval on training materials
• D.Verification that sample data has been loaded

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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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