A company receives support requests through a variety of email addresses and web forms for different parts of
the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate
representatives?

• A.Escalation Rules, Queues, Public Groups, Live Agent
• B.Escalation Rules, Queues, Chatter Groups, Omni-Channel
• C.Case Assignment Rules, Queues, Public Groups, Omni-Channel
• D.Case Assignment Rules, Queues, Chatter Groups, Live Agent

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Cloud Kicks plans to integrate its email system with Salesforce, and wants to show the last 2 months of email activity to its 75 sales reps.
What should a consultant recommend to meet this requirement?

• A.Email to Salesforce
• B.Sales Cloud Console
• C.Einstein Activity Capture Standard
• D.Sales Cloud Einstein

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Universal Containers has a public sharing model for accounts and uses the parent account field to create a multi-level account hierarchy. When viewing a parent account, the company would like to see the total value of open opportunities for all accounts in the hierarchy. What solution should a consultant recommend to meet this requirement?

• A.Create a roll-up summary field on the parent account showing the total value of open opportunities from the child accounts.
• B.Define a workflow rule to update the custom field on the parent account with the total value of open opportunities from the child accounts.
• C.Use apex to update a custom field on the parent account with the total value of open opportunities from the child accounts.
• D.Create a link on the account that opens a report showing the total value of open opportunities for all the accounts in the hierarchy.

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Cloud Kicks is concerned that the sales team is taking longer to close Opportunities each month in comparison to the same time last year. The VP of Sales wants to determine the number of closed deals on a monthly basis and compare the month-over-month results.
Which two actions should the Consultant take to create a solution? (Choose two.)

• A.Schedule an analytic snapshot of the Opportunity object to run monthly.
• B.Create a dashboard component; schedule the dashboard to refresh monthly.
• C.Create a report based on the Opportunity snapshot.
• D.Schedule an analytic snapshot of the Opportunity history object to run monthly.
• E.Create a custom Opportunity report using custom formula fields for the stage closed/won.

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A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

• A.verify that users have access to the Live Agent chat buttons.
• B.Verify that users have access to the Live Agent public group.
• C.Verify that users are assigned the Live Agent feature license.
• D.Verify that users are assigned the Live Agent user profile.

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