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NEW QUESTION 53
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

• A. Use Lightning Connect to connect and access data in real-time from the billing system.
• B. Import payment data into Salesforce and add to the contact page layout as a related list.
• C. Create a custom tab of type URL that displays a search page from the billing system.
• D. Create a Visualforce page that retrieves payment information via a Web Service call-out.

Answer: C,D

NEW QUESTION 54
Which support channel requires the smallest amount of agent work time?

• A. Email to case
• B. Web to case
• C. Chat
• D. Web self service

Answer: D

NEW QUESTION 55
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

• A. Add the service contract related list to contact records
• B. Add the entitlements related list to contact records
• C. Add the assets related list to contact records
• D. Add the entitlement contacts related list to account records

Answer: B

NEW QUESTION 56
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

• A. Create an article action for each record type and assign them to each team based on their product specialization
• B. Create a data category for each product and assign them to each team bases on their product specialization
• C. Create a page layout for each article type and assign them to each team based on their product specialization
• D. Create a permission set for each record type and assign them to each team based on their product specialization

Answer: B

NEW QUESTION 57
......

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