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NEW QUESTION 38
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

• A. Migrate open and closed cases with milestones and entitlements
• B. Migrate closed cases with milestones and entitlements
• C. Migrate open and closed cases without milestones and entitlements
• D. Migrate closed cases to a custom read-only object

Answer: B

NEW QUESTION 39
Why would customer upgrade from self-service to customer portal (Choose 3)?

• A. Simpler and easier to configure
• B. Access to custom objects
• C. Better reporting
• D. Branded site

Answer: B,C,D

NEW QUESTION 40
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

• A. Number of calls offered
• B. Agent utilization
• C. Schedule adherence
• D. Quality monitoring score

Answer: B,C

NEW QUESTION 41
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