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NEW QUESTION 40
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. 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.
- B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- C. Configure the new app in developer org and use an unmanaged package to deploy to production.
- D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
Answer: C
NEW QUESTION 41
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Enable Article deliveries
- B. Configure Content Library permission
- C. Enable Public Solutions
- D. Assign Article types to the Community
- E. Publish Articles to external channels
Answer: C,D,E
NEW QUESTION 42
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case Feed.
- B. Quick Actions must be enabled in the org.
- C. The specific Quick Action must be added to the Case record page.
- D. Global Actions need to be on the publisher layout.
Answer: A,C
NEW QUESTION 43
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the Case Lifecycle report type.
- B. Create a report using the Case Historical Trending report type.
- C. Create a report using the Case Age report type.
- D. Create a report using the Case Snapshot report type.
Answer: D
NEW QUESTION 44
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Approval of test scripts from the business lead
- B. Verification that sample data has been loaded
- C. Fund customer approval on training materials
- D. Verification of the production migration checklist
Answer: A,B
NEW QUESTION 45
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