Northern Trail Outfitter has created a Complaints custom object related to Accounts. Due to the sensitive nature of these records, the object's visibility has been set to Private. A dedicated subnet of support users who will work on these items has been added to a Complaints Specialist public group. Only users within the Complaints Specialist public group should be able to view and edit any Compliant record.
Which two options should a consultant recommend to meet the requirements? Choose 2 answers

• A.Use Apex managed sharing to grant record access to users In the Complaints Specialist public group and restrict manager visibility.
• B.Uncheck the Grant Access Using Hierarchies checkbox in Sharing Settings for the Complaints object.
• C.Create a catena-based sharing rule that grants Read/Write access to the Complaints Specialist public group.
• D.Set the Complaint object's default visibility to allow only the users in the Complaints Specialist group to access the records.

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Northern Trail Outfitters allows its sales representatives to negotiate up to a 10% discount for their opportunities. Discounts greater than 10% must be sent to their Regional Sales Manager (RSM) for approval.
Discounts greater than 15% must also be sent to the Regional Vice President (RVP) for approval.
Which approach would satisfy these requirements?

• A.Configure an approval process for the RSM and a workflow rule for the RVP.
• B.Configure a workflow approval task and email to notify the RSM and RVP.
• C.Create two approval processes, one for the RSM and one for the RVP.
• D.Create a two-step approval process for the RSM and RVP as approvers.

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Universal Containers customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores. Which two customer-related metrics should the customer support management analyze? Choose 2 answers

• A.Escalated cases by account month-to-date
• B.High-priority cases opened by account month-to-date
• C.New Cases opened by account channel
• D.Time spent by account year-to -date

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Forecast Categories: (Select all that apply)

• A.Are the same thing as Sales Stages
• B.Are there to help you categorize your opportunities, so you can gauge more accurately how much
  revenue you can bring in a given time period
• C.Have a default value that is associated with the Stage field

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Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits canbe expected from KCS adoption? Choose 3 answers

• A.Optimized use of resources
• B.Reduced support channels
• C.Increased call deflection
• D.Reduced issue resolution time
• E.Increased call routing accuracy

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