Support agents at Universal Containers are entering customer contact information in multiple ways.
Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?

• A.Configure and activate Duplicate Management.
• B.Grant "View All Data" and instruct them to search.
• C.Implement Apex triggers for Contact.

Comment: *

Name: *

Email: *

Verification: *

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

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

Comment: *

Name: *

Email: *

Verification: *

A customer has recently implemented an on-premise telephony system that is common in the industry. This
customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a
consultant recommend?

• A.Create an API integration between Salesforce and the telephony system.
• B.Use a computer telephony integration (CTI) adapter that supports its telephony system.
• C.Build a custom computer telephony integration (CTI) adapter using the Toolkit.
• D.Implement an on demand telephony solution provided by a vendor.

Comment: *

Name: *

Email: *

Verification: *

Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

• A.Search Activity Gaps
• B.Most Revised Articles
• C.Top Articles sorted descending
• D.Most Linked Articles

Comment: *

Name: *

Email: *

Verification: *

A customer is planning a Service Cloud implementation. The customer's current database has the following
number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

• A.Related lists on the case object may be slow to populate
• B.Salesforce reporting speed may be affected
• C.Result may be slow when searching for records
• D.The Salesforce org may be slow during the data import

Comment: *

Name: *

Email: *

Verification: *