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NEW QUESTION 49
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

• A. Validation Rules
• B. Einstein Reply Recommendations
• C. Service Analytics Predictions
• D. Einstein Next Best Action

Answer: C

NEW QUESTION 50
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

• A. Email-to-Case
• B. On-Demand Email-to-Case
• C. Salesforce for Outlook
• D. Web-to-Case

Answer: A

NEW QUESTION 51
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts,
open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

• A. Plan, Prepare, Test, Execute, Validate
• B. Prepare, Plan, Text, Execute, Validate
• C. Prepare, Plan, Validate, Execute, Text
• D. Plan, Prepare, Validate, Execute, Text

Answer: A

NEW QUESTION 52
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

• A. Implement Lightning Guided Engagement
• B. Define separate Record Types for Tier 1 and Tier 2
• C. Enable Omni-Channel Case assignment
• D. Configure a Visual Flow Troubleshooting Action

Answer: A,D

NEW QUESTION 53
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

• A. Ability to determine if a customer has escalated a case in the past
• B. Ability to prompt callers for the service contract number within IVR menus
• C. Ability to specify unique service levels for each customer
• D. Ability to enforce service levels with the time-dependent processes

Answer: B,C

NEW QUESTION 54
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