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NEW QUESTION 39
Which two solutions shouldUniversal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers

• A. Increase the number of agents.
• B. Enable templates for written responses.
• C. Employ surveys to confirm customer satisfaction.
• D. Improve the agent interface.

Answer: B,C

NEW QUESTION 40
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

• A. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
• B. Create an API integration between Salesforce and the telephony system.
• C. Implement an on demand telephony solution provided by a vendor.
• D. Use a computer telephony integration (CTI) adapter that supports its telephony system.

Answer: D

NEW QUESTION 41
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloudplatform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

• A. Kanban
• B. Force.com IDE
• C. Waterfall
• D. Agile

Answer: D

NEW QUESTION 42
UC is concerned with systemperformance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?

• A. Contact list view edit time
• B. Contact view page load time
• C. Contact related list load time
• D. Contact report run time

Answer: D

NEW QUESTION 43
Which twocapabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers

• A. Knowledge Action to Publish an Article once the Article is approved
• B. Validation Rules for Article Types to verify all fields during creation
• C. Approval Process that assigns an Article to a Reviewer Queue
• D. Data Category to assign an Article Type to a Reviewer

Answer: B,D

NEW QUESTION 44
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