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NEW QUESTION 44
UC must 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 the 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. What solution should a consultant recommend?

• A. Create a custom web serviceto handle invoice inserts and updates from the billing system
• B. Create a custom tab of type URL that displays a search page from the billing system
• C. Import payment data into Salesforce and add to the contact page layout related list
• D. Create a Visualforce page that retrieves payment information via a Web Service call-out

Answer: D

NEW QUESTION 45
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

• A. Partner Community
• B. Employee Community
• C. Company Community
• D. Customer Community

Answer: D

NEW QUESTION 46
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

• A. Page Layouts
• B. Omni-Channel
• C. Record Types
• D. Support Processes
• E. Article Types

Answer: B,C,D

NEW QUESTION 47
Universal containers uses social media to monitor new trends and issuesthat require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

• A. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
• B. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
• C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
• D. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

Answer: B

NEW QUESTION 48
......

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