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NEW QUESTION 30
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 consultantrecommend? Choose 2 answers

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

Answer: A,D

NEW QUESTION 31
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

• A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
• B. Create amatrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
• C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
• D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Answer: B

NEW QUESTION 32
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

• A. Contact Request
• B. omni Channel
• C. Mobile Connect
• D. Field Service

Answer: D

NEW QUESTION 33
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

• A. Leverage Live Agent for web-based chat.
• B. Enable service contracts and entitlements.
• C. Implement Salesforce Knowledge on a portal.
• D. Implement Salesforce Console for Service to support agents.

Answer: A,C

NEW QUESTION 34
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