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NEW QUESTION 27
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

• A. Migrate a testdeployment to a staging environment for a smoother real-life experience.
• B. Plan and communicate thedeployment to all users of the organization in advance.
• C. Select a window of time when users will NOT be making changes to the organization.
• D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
• E. Ensure all users refrain from logging into production for an entire day prior to deployment.

Answer: A,B,C

NEW QUESTION 28
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

• A. Configure Live Agent Supervisor tab and Whisper Messages.
• B. Configure the SOS snap-in for the Lightning Service Console.
• C. Add the Live Agent Component to the Utility bar.
• D. Configure Omni-Channel Supervisor tab and 3rd party access.

Answer: A

NEW QUESTION 29
Which support channel requires the smallest amount of agent work time?

• A. Chat
• B. Web self service
• C. Email to case
• D. Web to case

Answer: B

NEW QUESTION 30
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

• A. Set up an intuitive Data Category hierarchy
• B. Restrict the Manage Articles user permission
• C. Enable and configure wildcards for article searches
• D. Require that an article be added when closing a case

Answer: A,B

NEW QUESTION 31
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