Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?

• A.Email relay
• B.On-Demand Email-to-Case
• C.Email-to-Case

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Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

• A.Import the records and create a workflow rule to change the data type.
• B.Standardize all rows to match Salesforce data types.
• C.Import the records and use Duplicate Management.
• D.Deduplicate the data before importing into Salesforce,
• E.Install the Data Quality Analysis Dashboards from the AppExchange.

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As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

• A.Track not promoter scores as part of an automated survey after case closure for every cote.
• B.Benchmark the average cases per agent versus the team average across each case channel
• C.Track the average calls per day, average cases per agent, and average cases per case type.
• D.Measure difference in CSAT ol cases with and without articles attached.

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A company is changing its case management system to Salesforce. All active accounts, contacts, and closed
cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

• A.Prepare, Plan, Validate, Execute, Test
• B.Prepare, Plan, Test, Execute, Validate
• C.Plan, Prepare, Test, Execute, Validate
• D.Plan, Prepare, Validate, Execute, Test

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Customer Support Agents are frustrated with how they interact with their current case management solution
and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls,
update cases, and communicate with customers?

• A.Create Salesforce Classic Quick Action
• B.Add a Visualforce page to the Case layout
• C.Configure Case Feed page layouts
• D.Configure the Case highlights panel

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