Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

• A.Change Sets
• B.Data Import Wizard
• C.Data Loader
• D.Mass Transfer Records

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A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?

• A.Social Customer Service
• B.Einstein Bo
• C.Chat for Web and In-App
• D.Digital Engagement Messaging

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Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

• A.Configure the new app in developer org and use an unmanaged package to deploy to production.
• B.Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
• C.Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
• D.Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

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

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

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universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

• A.Standardize all rows to match salesforce data types
• B.Import the records and use duplicate management
• C.Import records and cretae a a worflow rule to change the data type
• D.Install data quality analysis dashboards from the appexchange
• E.Deduplicate the data before importing into SF

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