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NEW QUESTION 38
Universal Containers initiates cases based onelectronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspectsshould the consultant consider to meet these requirements?
Choose 3 answers

  • A. Total number of account and contact records in the database
  • B. Account team relationship to the primary contact
  • C. Visibility and accessto the work order records
  • D. Case closure rules on the original case
  • E. Work order and customer contact escalation requirements

Answer: C,D,E

 

NEW QUESTION 39
What are two design considerations for a Live Agent implementation? Choose 2 answers

  • A. Chat Character Limit
  • B. Chat Visitor Browser
  • C. Idle Connection Timeout
  • D. Chat Window Title

Answer: B,C

 

NEW QUESTION 40
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. Prepare, Plan, Validate, Execute, Text
  • B. Plan, Prepare, Validate, Execute, Text
  • C. Prepare, Plan, Text, Execute, Validate
  • D. Plan, Prepare, Test, Execute, Validate

Answer: D

 

NEW QUESTION 41
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers alsoneed 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. Visualforce and Self-Service Portal
  • C. Force.com Sites withKnowledge and Web-to-Case
  • D. Force.com Sites and High-Volume Customer Portal

Answer: D

 

NEW QUESTION 42
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