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NEW QUESTION 31
Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers

• A. Customize case list views.
• B. Set up users and assign them to a queue.
• C. Customize highlights panels for all objects.
• D. Assign users the Service Cloud User feature license.
• E. Set up interaction logs and assign them to user profiles.

Answer: C,D,E

NEW QUESTION 32
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

• A. Force.com Sites with Knowledge and Email-to-Case
• B. Force.com Sites with Knowledge and Web-to-Case
• C. Force.com Sites and High-Volume Customer Portal
• D. Visualforce and Self-Service Portal

Answer: C

NEW QUESTION 33
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance

• A. Data Integration via SOAP API
• B. Cloud-to-Cloud Integration Toolkit
• C. Bulk Data Transfer API
• D. Java Language Specific Toolkit

Answer: C

NEW QUESTION 34
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

• A. Report displays # of articles associated to data categories during past 2 months
• B. Report that displays # of cases with articles attached during the past 2 months
• C. Report that displays # of new articles created during the past 2 months
• D. Create a report that display the # of articles searched during the past 2 months

Answer: B,D

NEW QUESTION 35
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