A consultant is working on a Service Cloud implementation with a fixed budget and
timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
A. Adjust the dates in the project plan to account for the additional requirements andcommunicate the new timeline.
B. Add development resources to the project team to build out the additional requirements.
C. Adjustthe project scope to accommodate new requirements and continue with theoriginal project schedule
D. Document the requirements gap and communicate development options to the project team
Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls? Choose 2 answers
A. On the left sidebar of Salesforce Classic
B. On a new tab in the agent's browser
C. Onthe footer of the Lightning Console
D. On the Highlights Panel of a Primary tab
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. Implement an on demand telephony solution provided by a vendor.
B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
C. Create an API integration between Salesforce and the telephony system.
D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
A. # of articles per agent
B. Most popular articles
C. # of cases via email
D. Total cases created
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
A. Answers can be exposed to partner portal users
B. External users can subscribe to Answers
C. Escalate a question to a case
D. Knowledge articles can be created fromAnswers
E. Select best answers for questions.
Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge. Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers
A. Remove Apex code references to the Article RecordType field.
B. Configure the Visualforce page to use the Lightning Design System.
C. Rename the Visualforce page to "Lightning Knowledge"
D. Remove Apex code references to the ArticleType field.
Which support channel requires the smallest amount of agent work time?
A. Web to case
B. Email to case
C. Webself service
D. Chat
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
A. They are members of that Queue
B. They have a Contact Manager Profile
C. If the OWD for sharing cases is Public Read/Write/Transfer
D. They are higher in the Role Hierarchy than a Queue Member
E. All of the above
Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.
A. Create three article types for each product area (Personal Banking, Mortgage, CD).
B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
C. Create two data categories to display information (Question/Answer, Product Info).
D. Create two article typesto display information (Question/Answer, Product Info).
Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on. How should this be accomplished?
A. Enable the list to be pinned in the console. This allows users to view the list alongside thecase view in the console
B. Build a customer visual force page with the list view and assign it to the console sidebar.
C. Configure the case list under custom console components so users can view the list view along with the case view
D. Recommend openingthe case list view in a separate browser tab and use the window alongside the case view