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

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

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For which purpose should a contact center use Visual Flow?

• A.To automate business processes for agents who troubleshoot customer support issues via phone
• B.To assign follow-up tasks to an agent one week after a case is closed.
• C.To automatically assign cases to a specific queue based on the customer support level
• D.To escalate to the support manager if it has been open for more than 72 hours

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Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?

• A.Web-to-case
• B.Chat
• C.Social Customer Service
• D.Email-to-case

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A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?

• A.Users are not associated with a role in the hierarchy
• B.Users cannot own records
• C.Users can download and view content
• D.Users can be part of a case team

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

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