The Cloud Kicks IT team has noticed that there are many duplicate Person Accounts.
The team can often easily identify duplicates and wants to merge them.
What should the consultant explain to the team about Person Account merges?

• A.Person Accounts can be merged with any type of Account
• B.Person Accounts can be merged with contact records.
• C.Person Accounts with a redundant relationship can be merged using matching rules.
• D.Person Accounts can be merged with other Person Accounts.

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A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

• A.Quality monitoring score
• B.Number of calls offered
• C.Schedule adherence
• D.Agent utilization

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Cloud Kicks uses Salesforce in Lightning Experience to manage business Accounts and Person Accounts. The sales director wants to associate Person Accounts to business Accounts and/or Contacts.
Which Salesforce feature should the consultant recommend to meet these requirements?

• A.Create a custom lookup from Accounts to Contacts.
• B.Create a reverse lookup from Contacts to Accounts.
• C.Use a junction object between Accounts and Contacts.
• D.Use the Contacts to Multiple Accounts feature.

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

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A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 forsupport.
Which action should be taken to reduce the call volumes and escalations?

• A.Create Knowledge Articles and publish internally and publicly.
• B.Configure Omni-channel to assign cases directly to Tier 2.
• C.Create a dashboard to track and manage call volumes by type.
• D.Configure IVR routing to bypass Tier 1 for the product line.

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