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NEW QUESTION 46
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 m developer org and use an unmanaged package to deploy to production.
- C. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
Answer: B
NEW QUESTION 47
A company frequently has issues with customers that need complex, hands-on technical support with
high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. Customer Community
- B. Field Service Lightning
- C. Salesforce Knowledge
- D. SOS Video Chat
Answer: D
NEW QUESTION 48
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
- A. Create multiple CSV files, one for each article type
- B. Load all articles with the Apex data loader tool
- C. Match each new article to an existing article type
- D. Create a single CSV file, including all article types
- E. Create HTML files referencing image to be uploaded
Answer: A,C,E
NEW QUESTION 49
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Visualforce page on the customer community portal.
- B. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- C. Create a Chatter group and invite the customer to join with an external chatter user.
- D. Set up insert Article into Social post and enable the customer community portal.
Answer: D
NEW QUESTION 50
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