Universal Containers customers are encouraged to submit web cases when they find errors or omissions in
product documentation. The information is captures on a case with the "Errata" record type. The Technical
Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

• A.Create a workflow rule and email alert action that sends an email to the case contact when a case with
  the "Errata" record type is created
• B.Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type
  is created
• C.Create an assignment rule that sends an email to the case contact when a case with the "Errata" record
  type is created
• D.Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record
  type is created

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Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?

• A.Data Loader
• B.Change Sets
• C.Mass Transfer Records
• D.Manual configuration

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Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

• A.Average handle time
• B.Upsell percentage
• C.Customer retention
• D.First call resolution

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Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new
method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents
under 25 MB by the customer.
Which method should the Consultant suggest?

• A.On-Demand Email-to-Case
• B.Web-to-Case forms
• C.Standard Email-to-Case
• D.Omni-Channel routing

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What is a recommended way to migrate data from an external system while ensuring that the data adheres to
data quality rules established for the Salesforce org?

• A.Use the Salesforce import wizard to load and cleanse the data.
• B.Use the Salesforce data loader to load and cleanse the data.
• C.Cleanse the data outside of Satesfbrce and then migrate the data.
• D.Upload the data into Salesforce and then run data cleansing tools.

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