{"id":39061,"date":"2022-06-01T01:41:10","date_gmt":"2022-06-01T01:41:10","guid":{"rendered":"https:\/\/www.dumpsbase.com\/freedumps\/?p=39061"},"modified":"2022-06-01T01:41:16","modified_gmt":"2022-06-01T01:41:16","slug":"reliable-adm-261-service-cloud-administration-exam-dumps-2022-for-learning-well","status":"publish","type":"post","link":"https:\/\/www.dumpsbase.com\/freedumps\/reliable-adm-261-service-cloud-administration-exam-dumps-2022-for-learning-well.html","title":{"rendered":"Reliable ADM-261 Service Cloud Administration Exam Dumps [2022] For Learning Well"},"content":{"rendered":"\n<p>You can choose the reliable exam resources, like DumpsBase ADM-261 exam dumps to prepare for your Service Cloud Administration certification exam well. The professional team have created 359 practice questions and answers based on the actual ADM-261 exam objectives, which formed the reliable ADM-261 exam dumps to be the best preparation materials for ensuring that you can pass Service Cloud Administration certification exam in the first try.<\/p>\n<h2>Read Service Cloud Administration <em><span style=\"background-color: #00ffff;\">ADM-261 Free Dumps<\/span><\/em> Below<\/h2>\n<script>\n\t  window.fbAsyncInit = function() {\n\t    FB.init({\n\t      appId            : '622169541470367',\n\t      autoLogAppEvents : true,\n\t      xfbml            : true,\n\t      version          : 'v3.1'\n\t    });\n\t  };\n\t\n\t  (function(d, s, id){\n\t     var js, fjs = d.getElementsByTagName(s)[0];\n\t     if (d.getElementById(id)) {return;}\n\t     js = d.createElement(s); js.id = id;\n\t     js.src = \"https:\/\/connect.facebook.net\/en_US\/sdk.js\";\n\t     fjs.parentNode.insertBefore(js, fjs);\n\t   }(document, 'script', 'facebook-jssdk'));\n\t<\/script><script type=\"text\/javascript\" >\ndocument.addEventListener(\"DOMContentLoaded\", function(event) { \nif(!window.jQuery) alert(\"The important jQuery library is not properly loaded in your site. Your WordPress theme is probably missing the essential wp_head() call. You can switch to another theme and you will see that the plugin works fine and this notice disappears. If you are still not sure what to do you can contact us for help.\");\n});\n<\/script>  \n  \n<div  id=\"watupro_quiz\" class=\"quiz-area single-page-quiz\">\n<p id=\"submittingExam5792\" style=\"display:none;text-align:center;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.dumpsbase.com\/freedumps\/wp-content\/plugins\/watupro\/img\/loading.gif\" width=\"16\" height=\"16\"><\/p>\n\n<div class=\"watupro-exam-description\" id=\"description-quiz-5792\"><\/div>\n\n<form action=\"\" method=\"post\" class=\"quiz-form\" id=\"quiz-5792\"  enctype=\"multipart\/form-data\" >\n<div class='watu-question ' id='question-1' style=';'><div id='questionWrap-1'  class='   watupro-question-id-195634'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>1. <\/span>Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes. <br \/>\r<br>How should a consultant deploy these Permission Sets to Production?<\/div><input type='hidden' name='question_id[]' id='qID_1' value='195634' \/><input type='hidden' id='answerType195634' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195634[]' id='answer-id-785074' class='answer   answerof-195634 ' value='785074'   \/><label for='answer-id-785074' id='answer-label-785074' class=' answer'><span>Use a Change Set<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195634[]' id='answer-id-785075' class='answer   answerof-195634 ' value='785075'   \/><label for='answer-id-785075' id='answer-label-785075' class=' answer'><span>Manually re-create the Permission Sets<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195634[]' id='answer-id-785076' class='answer   answerof-195634 ' value='785076'   \/><label for='answer-id-785076' id='answer-label-785076' class=' answer'><span>Create an Unmanaged Package<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195634[]' id='answer-id-785077' class='answer   answerof-195634 ' value='785077'   \/><label for='answer-id-785077' id='answer-label-785077' class=' answer'><span>Publish a Managed Package<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-2' style=';'><div id='questionWrap-2'  class='   watupro-question-id-195635'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>2. <\/span>What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?<\/div><input type='hidden' name='question_id[]' id='qID_2' value='195635' \/><input type='hidden' id='answerType195635' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195635[]' id='answer-id-785078' class='answer   answerof-195635 ' value='785078'   \/><label for='answer-id-785078' id='answer-label-785078' class=' answer'><span>Customize the lightning console that page.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195635[]' id='answer-id-785079' class='answer   answerof-195635 ' value='785079'   \/><label for='answer-id-785079' id='answer-label-785079' class=' answer'><span>Configure a chat validation rule.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195635[]' id='answer-id-785080' class='answer   answerof-195635 ' value='785080'   \/><label for='answer-id-785080' id='answer-label-785080' class=' answer'><span>Customize the pre-chat form.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195635[]' id='answer-id-785081' class='answer   answerof-195635 ' value='785081'   \/><label for='answer-id-785081' id='answer-label-785081' class=' answer'><span>Configure lightning guided engagement.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-3' style=';'><div id='questionWrap-3'  class='   watupro-question-id-195636'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>3. <\/span>Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_3' value='195636' \/><input type='hidden' id='answerType195636' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195636[]' id='answer-id-785082' class='answer   answerof-195636 ' value='785082'   \/><label for='answer-id-785082' id='answer-label-785082' class=' answer'><span>Enable templates for written responses.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195636[]' id='answer-id-785083' class='answer   answerof-195636 ' value='785083'   \/><label for='answer-id-785083' id='answer-label-785083' class=' answer'><span>Increase the number of agents.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195636[]' id='answer-id-785084' class='answer   answerof-195636 ' value='785084'   \/><label for='answer-id-785084' id='answer-label-785084' class=' answer'><span>Improve the agent interface.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195636[]' id='answer-id-785085' class='answer   answerof-195636 ' value='785085'   \/><label for='answer-id-785085' id='answer-label-785085' class=' answer'><span>Employ surveys to confirm customer satisfaction.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-4' style=';'><div id='questionWrap-4'  class='   watupro-question-id-195637'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>4. <\/span>Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. <br \/>\r<br>What should the consultant recommend to mitigation these concerns?<\/div><input type='hidden' name='question_id[]' id='qID_4' value='195637' \/><input type='hidden' id='answerType195637' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195637[]' id='answer-id-785086' class='answer   answerof-195637 ' value='785086'   \/><label for='answer-id-785086' id='answer-label-785086' class=' answer'><span>Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195637[]' id='answer-id-785087' class='answer   answerof-195637 ' value='785087'   \/><label for='answer-id-785087' id='answer-label-785087' class=' answer'><span>Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195637[]' id='answer-id-785088' class='answer   answerof-195637 ' value='785088'   \/><label for='answer-id-785088' id='answer-label-785088' class=' answer'><span>Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195637[]' id='answer-id-785089' class='answer   answerof-195637 ' value='785089'   \/><label for='answer-id-785089' id='answer-label-785089' class=' answer'><span>Configure the new app m developer org and use an unmanaged package to deploy to production.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-5' style=';'><div id='questionWrap-5'  class='   watupro-question-id-195638'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>5. <\/span>Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. <br \/>\r<br>Which three features must be configured to accomplish this? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_5' value='195638' \/><input type='hidden' id='answerType195638' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195638[]' id='answer-id-785090' class='answer   answerof-195638 ' value='785090'   \/><label for='answer-id-785090' id='answer-label-785090' class=' answer'><span>Email Alert<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195638[]' id='answer-id-785091' class='answer   answerof-195638 ' value='785091'   \/><label for='answer-id-785091' id='answer-label-785091' class=' answer'><span>Email Relay<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195638[]' id='answer-id-785092' class='answer   answerof-195638 ' value='785092'   \/><label for='answer-id-785092' id='answer-label-785092' class=' answer'><span>Email Template<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195638[]' id='answer-id-785093' class='answer   answerof-195638 ' value='785093'   \/><label for='answer-id-785093' id='answer-label-785093' class=' answer'><span>Assignment Rule<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195638[]' id='answer-id-785094' class='answer   answerof-195638 ' value='785094'   \/><label for='answer-id-785094' id='answer-label-785094' class=' answer'><span>Workfl<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-6' style=';'><div id='questionWrap-6'  class='   watupro-question-id-195639'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>6. <\/span>At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. <br \/>\r<br>What would the consultant recommend to expedite the handling of these cases?<\/div><input type='hidden' name='question_id[]' id='qID_6' value='195639' \/><input type='hidden' id='answerType195639' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195639[]' id='answer-id-785095' class='answer   answerof-195639 ' value='785095'   \/><label for='answer-id-785095' id='answer-label-785095' class=' answer'><span>Build a repository of Knowledge articles related to integration and share it with the customer.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195639[]' id='answer-id-785096' class='answer   answerof-195639 ' value='785096'   \/><label for='answer-id-785096' id='answer-label-785096' class=' answer'><span>Enable Chatter case feed and add product development team members to the case team.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195639[]' id='answer-id-785097' class='answer   answerof-195639 ' value='785097'   \/><label for='answer-id-785097' id='answer-label-785097' class=' answer'><span>Create a related child case and assign the child case to the product development team.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195639[]' id='answer-id-785098' class='answer   answerof-195639 ' value='785098'   \/><label for='answer-id-785098' id='answer-label-785098' class=' answer'><span>Create a private Chatter group with customers and invite key individuals to join the group.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-7' style=';'><div id='questionWrap-7'  class='   watupro-question-id-195640'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>7. <\/span>Universal Container\u2019s agent\u2019s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros. <br \/>\r<br>What two solutions can a consultant suggest to meet the agent's requirements? <br \/>\r<br>Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_7' value='195640' \/><input type='hidden' id='answerType195640' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195640[]' id='answer-id-785099' class='answer   answerof-195640 ' value='785099'   \/><label for='answer-id-785099' id='answer-label-785099' class=' answer'><span>Add multiple ELSE IF blocks after the IF block<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195640[]' id='answer-id-785100' class='answer   answerof-195640 ' value='785100'   \/><label for='answer-id-785100' id='answer-label-785100' class=' answer'><span>Add conditional logic to the instructions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195640[]' id='answer-id-785101' class='answer   answerof-195640 ' value='785101'   \/><label for='answer-id-785101' id='answer-label-785101' class=' answer'><span>Create a formula to build the macro logic around<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195640[]' id='answer-id-785102' class='answer   answerof-195640 ' value='785102'   \/><label for='answer-id-785102' id='answer-label-785102' class=' answer'><span>Add a formula block to the macro<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-8' style=';'><div id='questionWrap-8'  class='   watupro-question-id-195641'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>8. <\/span>Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. <br \/>\r<br>Which solution should a Consultant suggest to improve the efficiency of console users?<\/div><input type='hidden' name='question_id[]' id='qID_8' value='195641' \/><input type='hidden' id='answerType195641' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195641[]' id='answer-id-785103' class='answer   answerof-195641 ' value='785103'   \/><label for='answer-id-785103' id='answer-label-785103' class=' answer'><span>Enable Keyboard shortcuts<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195641[]' id='answer-id-785104' class='answer   answerof-195641 ' value='785104'   \/><label for='answer-id-785104' id='answer-label-785104' class=' answer'><span>Define criteria-based record page components<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195641[]' id='answer-id-785105' class='answer   answerof-195641 ' value='785105'   \/><label for='answer-id-785105' id='answer-label-785105' class=' answer'><span>Configure Macros<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195641[]' id='answer-id-785106' class='answer   answerof-195641 ' value='785106'   \/><label for='answer-id-785106' id='answer-label-785106' class=' answer'><span>Create multiple Console layouts<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-9' style=';'><div id='questionWrap-9'  class='   watupro-question-id-195642'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>9. <\/span>Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. <br \/>\r<br>What solution should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_9' value='195642' \/><input type='hidden' id='answerType195642' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195642[]' id='answer-id-785107' class='answer   answerof-195642 ' value='785107'   \/><label for='answer-id-785107' id='answer-label-785107' class=' answer'><span>Field Service Lightning<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195642[]' id='answer-id-785108' class='answer   answerof-195642 ' value='785108'   \/><label for='answer-id-785108' id='answer-label-785108' class=' answer'><span>Lightning Console<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195642[]' id='answer-id-785109' class='answer   answerof-195642 ' value='785109'   \/><label for='answer-id-785109' id='answer-label-785109' class=' answer'><span>Salesforce Mobile App<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195642[]' id='answer-id-785110' class='answer   answerof-195642 ' value='785110'   \/><label for='answer-id-785110' id='answer-label-785110' class=' answer'><span>Employee Community<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-10' style=';'><div id='questionWrap-10'  class='   watupro-question-id-195643'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>10. <\/span>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. <br \/>\r<br>Which two actions should a Consultant recommend to address the lack of quality checking? <br \/>\r<br>Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_10' value='195643' \/><input type='hidden' id='answerType195643' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195643[]' id='answer-id-785111' class='answer   answerof-195643 ' value='785111'   \/><label for='answer-id-785111' id='answer-label-785111' class=' answer'><span>Set up an intuitive Data Category hierarchy<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195643[]' id='answer-id-785112' class='answer   answerof-195643 ' value='785112'   \/><label for='answer-id-785112' id='answer-label-785112' class=' answer'><span>Restrict the Manage Articles user permission<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195643[]' id='answer-id-785113' class='answer   answerof-195643 ' value='785113'   \/><label for='answer-id-785113' id='answer-label-785113' class=' answer'><span>Enable and configure wildcards for article searches<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195643[]' id='answer-id-785114' class='answer   answerof-195643 ' value='785114'   \/><label for='answer-id-785114' id='answer-label-785114' class=' answer'><span>Require that an article be added when closing a case<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-11' style=';'><div id='questionWrap-11'  class='   watupro-question-id-195644'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>11. <\/span>A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. <br \/>\r<br>Which metric should be recommended? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_11' value='195644' \/><input type='hidden' id='answerType195644' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195644[]' id='answer-id-785115' class='answer   answerof-195644 ' value='785115'   \/><label for='answer-id-785115' id='answer-label-785115' class=' answer'><span>Number of cases created sorted by order<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195644[]' id='answer-id-785116' class='answer   answerof-195644 ' value='785116'   \/><label for='answer-id-785116' id='answer-label-785116' class=' answer'><span>Number of cases by type by owner<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195644[]' id='answer-id-785117' class='answer   answerof-195644 ' value='785117'   \/><label for='answer-id-785117' id='answer-label-785117' class=' answer'><span>Number of cases in each status<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195644[]' id='answer-id-785118' class='answer   answerof-195644 ' value='785118'   \/><label for='answer-id-785118' id='answer-label-785118' class=' answer'><span>Number of solutions created per agent<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-12' style=';'><div id='questionWrap-12'  class='   watupro-question-id-195645'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>12. <\/span>A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. <br \/>\r<br>Which solution should a consultant recommend to prevent this scenario from happening in the future?<\/div><input type='hidden' name='question_id[]' id='qID_12' value='195645' \/><input type='hidden' id='answerType195645' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195645[]' id='answer-id-785119' class='answer   answerof-195645 ' value='785119'   \/><label for='answer-id-785119' id='answer-label-785119' class=' answer'><span>Add the entitlement related list to account page layouts.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195645[]' id='answer-id-785120' class='answer   answerof-195645 ' value='785120'   \/><label for='answer-id-785120' id='answer-label-785120' class=' answer'><span>Add the entitlement lookup field to case page layouts.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195645[]' id='answer-id-785121' class='answer   answerof-195645 ' value='785121'   \/><label for='answer-id-785121' id='answer-label-785121' class=' answer'><span>Add a Validation Rule that ensures each Case has an entitlement.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195645[]' id='answer-id-785122' class='answer   answerof-195645 ' value='785122'   \/><label for='answer-id-785122' id='answer-label-785122' class=' answer'><span>Add a Validation Rule that ensures each Account has an entitlement.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-13' style=';'><div id='questionWrap-13'  class='   watupro-question-id-195646'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>13. <\/span>A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. <br \/>\r<br>Which action should be taken to reduce the call volumes and escalations?<\/div><input type='hidden' name='question_id[]' id='qID_13' value='195646' \/><input type='hidden' id='answerType195646' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195646[]' id='answer-id-785123' class='answer   answerof-195646 ' value='785123'   \/><label for='answer-id-785123' id='answer-label-785123' class=' answer'><span>Create Knowledge Articles and publish internally and publicly.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195646[]' id='answer-id-785124' class='answer   answerof-195646 ' value='785124'   \/><label for='answer-id-785124' id='answer-label-785124' class=' answer'><span>Configure IVR routing to bypass Tier 1 for the product line.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195646[]' id='answer-id-785125' class='answer   answerof-195646 ' value='785125'   \/><label for='answer-id-785125' id='answer-label-785125' class=' answer'><span>Configure Omni-channel to assign cases directly to Tier 2.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195646[]' id='answer-id-785126' class='answer   answerof-195646 ' value='785126'   \/><label for='answer-id-785126' id='answer-label-785126' class=' answer'><span>Create a dashboard to track and manage call volumes by type.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-14' style=';'><div id='questionWrap-14'  class='   watupro-question-id-195647'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>14. <\/span>UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. <br \/>\r<br>How should a consultant recommend that Knowledge be configured? <br \/>\r<br>Choose 3 answers.<\/div><input type='hidden' name='question_id[]' id='qID_14' value='195647' \/><input type='hidden' id='answerType195647' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195647[]' id='answer-id-785127' class='answer   answerof-195647 ' value='785127'   \/><label for='answer-id-785127' id='answer-label-785127' class=' answer'><span>Configure workflow rules for each data category<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195647[]' id='answer-id-785128' class='answer   answerof-195647 ' value='785128'   \/><label for='answer-id-785128' id='answer-label-785128' class=' answer'><span>Configure article types for each kind of content<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195647[]' id='answer-id-785129' class='answer   answerof-195647 ' value='785129'   \/><label for='answer-id-785129' id='answer-label-785129' class=' answer'><span>Define approval processes for eacharticle type<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195647[]' id='answer-id-785130' class='answer   answerof-195647 ' value='785130'   \/><label for='answer-id-785130' id='answer-label-785130' class=' answer'><span>Define approval processes for each product<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195647[]' id='answer-id-785131' class='answer   answerof-195647 ' value='785131'   \/><label for='answer-id-785131' id='answer-label-785131' class=' answer'><span>Configure data category values for each product<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-15' style=';'><div id='questionWrap-15'  class='   watupro-question-id-195648'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>15. <\/span>UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. <br \/>\r<br>How can UC measure case escalation?<\/div><input type='hidden' name='question_id[]' id='qID_15' value='195648' \/><input type='hidden' id='answerType195648' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195648[]' id='answer-id-785132' class='answer   answerof-195648 ' value='785132'   \/><label for='answer-id-785132' id='answer-label-785132' class=' answer'><span>Create a case report to show all cases across tiers filtered by an escalation flag.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195648[]' id='answer-id-785133' class='answer   answerof-195648 ' value='785133'   \/><label for='answer-id-785133' id='answer-label-785133' class=' answer'><span>Create an approval process to ensure only the appropriate cases get escalated.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195648[]' id='answer-id-785134' class='answer   answerof-195648 ' value='785134'   \/><label for='answer-id-785134' id='answer-label-785134' class=' answer'><span>Create a case report to show the number of cases for each tier and sort them by case owner.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195648[]' id='answer-id-785135' class='answer   answerof-195648 ' value='785135'   \/><label for='answer-id-785135' id='answer-label-785135' class=' answer'><span>Create a custom trigger to generate history when cases get escalated between tiers.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-16' style=';'><div id='questionWrap-16'  class='   watupro-question-id-195649'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>16. <\/span>Universal Containers has activated Email-to-Case functionality to allow customers to <br \/>\r<br>correspond with support agents via email. <br \/>\r<br>Which options are available with Email-to-Case? (Choose 2)<\/div><input type='hidden' name='question_id[]' id='qID_16' value='195649' \/><input type='hidden' id='answerType195649' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195649[]' id='answer-id-785136' class='answer   answerof-195649 ' value='785136'   \/><label for='answer-id-785136' id='answer-label-785136' class=' answer'><span>Only one inbound email address can be used for Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195649[]' id='answer-id-785137' class='answer   answerof-195649 ' value='785137'   \/><label for='answer-id-785137' id='answer-label-785137' class=' answer'><span>Follow-up emails and attachments related to a case are attached to the case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195649[]' id='answer-id-785138' class='answer   answerof-195649 ' value='785138'   \/><label for='answer-id-785138' id='answer-label-785138' class=' answer'><span>Assignment, escalation, and workflow rules are processed on inbound emails<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195649[]' id='answer-id-785139' class='answer   answerof-195649 ' value='785139'   \/><label for='answer-id-785139' id='answer-label-785139' class=' answer'><span>Follow-up emails related to a case will update the case comments<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-17' style=';'><div id='questionWrap-17'  class='   watupro-question-id-195650'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>17. <\/span>Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day. <br \/>\r<br>What configuration should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_17' value='195650' \/><input type='hidden' id='answerType195650' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195650[]' id='answer-id-785140' class='answer   answerof-195650 ' value='785140'   \/><label for='answer-id-785140' id='answer-label-785140' class=' answer'><span>Keep all open in tabs.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195650[]' id='answer-id-785141' class='answer   answerof-195650 ' value='785141'   \/><label for='answer-id-785141' id='answer-label-785141' class=' answer'><span>Use a second Console session.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195650[]' id='answer-id-785142' class='answer   answerof-195650 ' value='785142'   \/><label for='answer-id-785142' id='answer-label-785142' class=' answer'><span>Define a custom List View.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195650[]' id='answer-id-785143' class='answer   answerof-195650 ' value='785143'   \/><label for='answer-id-785143' id='answer-label-785143' class=' answer'><span>Add History to the Utility bar.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-18' style=';'><div id='questionWrap-18'  class='   watupro-question-id-195651'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>18. <\/span>The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. <br \/>\r<br>Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_18' value='195651' \/><input type='hidden' id='answerType195651' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195651[]' id='answer-id-785144' class='answer   answerof-195651 ' value='785144'   \/><label for='answer-id-785144' id='answer-label-785144' class=' answer'><span>Create a case queue for all created or updated cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195651[]' id='answer-id-785145' class='answer   answerof-195651 ' value='785145'   \/><label for='answer-id-785145' id='answer-label-785145' class=' answer'><span>Create a case report that displays all created or updated cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195651[]' id='answer-id-785146' class='answer   answerof-195651 ' value='785146'   \/><label for='answer-id-785146' id='answer-label-785146' class=' answer'><span>Create an email alert notification for Case Teams.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195651[]' id='answer-id-785147' class='answer   answerof-195651 ' value='785147'   \/><label for='answer-id-785147' id='answer-label-785147' class=' answer'><span>Create a case list view that is filtered by My Case Teams.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-19' style=';'><div id='questionWrap-19'  class='   watupro-question-id-195652'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>19. <\/span>Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases. <br \/>\r<br>Which product and license type would meet all of these requirements?<\/div><input type='hidden' name='question_id[]' id='qID_19' value='195652' \/><input type='hidden' id='answerType195652' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195652[]' id='answer-id-785148' class='answer   answerof-195652 ' value='785148'   \/><label for='answer-id-785148' id='answer-label-785148' class=' answer'><span>Force.com Sites with Knowledge and Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195652[]' id='answer-id-785149' class='answer   answerof-195652 ' value='785149'   \/><label for='answer-id-785149' id='answer-label-785149' class=' answer'><span>Visualforce and Self-Service Portal<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195652[]' id='answer-id-785150' class='answer   answerof-195652 ' value='785150'   \/><label for='answer-id-785150' id='answer-label-785150' class=' answer'><span>Force.com Sites with Knowledge and Web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195652[]' id='answer-id-785151' class='answer   answerof-195652 ' value='785151'   \/><label for='answer-id-785151' id='answer-label-785151' class=' answer'><span>Force.com Sites and High-Volume Customer Portal<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-20' style=';'><div id='questionWrap-20'  class='   watupro-question-id-195653'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>20. <\/span>Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. <br \/>\r<br>Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_20' value='195653' \/><input type='hidden' id='answerType195653' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195653[]' id='answer-id-785152' class='answer   answerof-195653 ' value='785152'   \/><label for='answer-id-785152' id='answer-label-785152' class=' answer'><span>Publish ongoing updates to the community knowledge base with details about the upgrade.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195653[]' id='answer-id-785153' class='answer   answerof-195653 ' value='785153'   \/><label for='answer-id-785153' id='answer-label-785153' class=' answer'><span>Communicate information about the upgrade to customers in advance.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195653[]' id='answer-id-785154' class='answer   answerof-195653 ' value='785154'   \/><label for='answer-id-785154' id='answer-label-785154' class=' answer'><span>Send routine status updates to customers via Chatter during the upgrade.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195653[]' id='answer-id-785155' class='answer   answerof-195653 ' value='785155'   \/><label for='answer-id-785155' id='answer-label-785155' class=' answer'><span>Replace the default outage page with a custom page containing upgrade information.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195653[]' id='answer-id-785156' class='answer   answerof-195653 ' value='785156'   \/><label for='answer-id-785156' id='answer-label-785156' class=' answer'><span>Notify customers once the upgrade is completed and full services are restored.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-21' style=';'><div id='questionWrap-21'  class='   watupro-question-id-195654'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>21. <\/span>Which two configuration steps are required before quick actions can be used in Macros?<\/div><input type='hidden' name='question_id[]' id='qID_21' value='195654' \/><input type='hidden' id='answerType195654' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195654[]' id='answer-id-785157' class='answer   answerof-195654 ' value='785157'   \/><label for='answer-id-785157' id='answer-label-785157' class=' answer'><span>Global Actions needs on the publisher layout.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195654[]' id='answer-id-785158' class='answer   answerof-195654 ' value='785158'   \/><label for='answer-id-785158' id='answer-label-785158' class=' answer'><span>Quick Actions must be enabled in the org.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195654[]' id='answer-id-785159' class='answer   answerof-195654 ' value='785159'   \/><label for='answer-id-785159' id='answer-label-785159' class=' answer'><span>The specific quick action must be added to the case Feed.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195654[]' id='answer-id-785160' class='answer   answerof-195654 ' value='785160'   \/><label for='answer-id-785160' id='answer-label-785160' class=' answer'><span>The specific quick action must be added to the case record Type.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-22' style=';'><div id='questionWrap-22'  class='   watupro-question-id-195655'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>22. <\/span>Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. <br \/>\r<br>What needs to be configured for the SoftPhone to work in Salesforce? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_22' value='195655' \/><input type='hidden' id='answerType195655' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195655[]' id='answer-id-785161' class='answer   answerof-195655 ' value='785161'   \/><label for='answer-id-785161' id='answer-label-785161' class=' answer'><span>Assignthe Salesforce users to the Call Center.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195655[]' id='answer-id-785162' class='answer   answerof-195655 ' value='785162'   \/><label for='answer-id-785162' id='answer-label-785162' class=' answer'><span>Install an adapter from AppExchange to work with third-party CTI systems<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195655[]' id='answer-id-785163' class='answer   answerof-195655 ' value='785163'   \/><label for='answer-id-785163' id='answer-label-785163' class=' answer'><span>Use Apex to create an adapter to work with third-party CTI systems<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195655[]' id='answer-id-785164' class='answer   answerof-195655 ' value='785164'   \/><label for='answer-id-785164' id='answer-label-785164' class=' answer'><span>Create a SoftPhone layout and assign to user profiles<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195655[]' id='answer-id-785165' class='answer   answerof-195655 ' value='785165'   \/><label for='answer-id-785165' id='answer-label-785165' class=' answer'><span>Assign the Salesforce CTI license to Salesforce users<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-23' style=';'><div id='questionWrap-23'  class='   watupro-question-id-195656'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>23. <\/span>Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production. <br \/>\r<br>Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?<\/div><input type='hidden' name='question_id[]' id='qID_23' value='195656' \/><input type='hidden' id='answerType195656' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195656[]' id='answer-id-785166' class='answer   answerof-195656 ' value='785166'   \/><label for='answer-id-785166' id='answer-label-785166' class=' answer'><span>Change Sets<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195656[]' id='answer-id-785167' class='answer   answerof-195656 ' value='785167'   \/><label for='answer-id-785167' id='answer-label-785167' class=' answer'><span>Mass Transfer Records<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195656[]' id='answer-id-785168' class='answer   answerof-195656 ' value='785168'   \/><label for='answer-id-785168' id='answer-label-785168' class=' answer'><span>Data Import Wizard<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195656[]' id='answer-id-785169' class='answer   answerof-195656 ' value='785169'   \/><label for='answer-id-785169' id='answer-label-785169' class=' answer'><span>Data Loader<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-24' style=';'><div id='questionWrap-24'  class='   watupro-question-id-195657'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>24. <\/span>What are three considerations when adding a report chart to a Console Component? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_24' value='195657' \/><input type='hidden' id='answerType195657' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195657[]' id='answer-id-785170' class='answer   answerof-195657 ' value='785170'   \/><label for='answer-id-785170' id='answer-label-785170' class=' answer'><span>The report chart is added to the Page Layout.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195657[]' id='answer-id-785171' class='answer   answerof-195657 ' value='785171'   \/><label for='answer-id-785171' id='answer-label-785171' class=' answer'><span>The report is shared with a Chatter Group.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195657[]' id='answer-id-785172' class='answer   answerof-195657 ' value='785172'   \/><label for='answer-id-785172' id='answer-label-785172' class=' answer'><span>The report is a Summary or Matrix report.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195657[]' id='answer-id-785173' class='answer   answerof-195657 ' value='785173'   \/><label for='answer-id-785173' id='answer-label-785173' class=' answer'><span>The report contains a chart.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195657[]' id='answer-id-785174' class='answer   answerof-195657 ' value='785174'   \/><label for='answer-id-785174' id='answer-label-785174' class=' answer'><span>The report hasa standard Report Type.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-25' style=';'><div id='questionWrap-25'  class='   watupro-question-id-195658'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>25. <\/span>Universal containers uses social media to monitor new trends and issues that require a response by their community team. <br \/>\r<br>What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?<\/div><input type='hidden' name='question_id[]' id='qID_25' value='195658' \/><input type='hidden' id='answerType195658' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195658[]' id='answer-id-785175' class='answer   answerof-195658 ' value='785175'   \/><label for='answer-id-785175' id='answer-label-785175' class=' answer'><span>Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195658[]' id='answer-id-785176' class='answer   answerof-195658 ' value='785176'   \/><label for='answer-id-785176' id='answer-label-785176' class=' answer'><span>Configure Salesforce Twitter force and workflow rules for negative product sentiments that automatically create a contact and a case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195658[]' id='answer-id-785177' class='answer   answerof-195658 ' value='785177'   \/><label for='answer-id-785177' id='answer-label-785177' class=' answer'><span>Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195658[]' id='answer-id-785178' class='answer   answerof-195658 ' value='785178'   \/><label for='answer-id-785178' id='answer-label-785178' class=' answer'><span>Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-26' style=';'><div id='questionWrap-26'  class='   watupro-question-id-195659'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>26. <\/span>A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support. <br \/>\r<br>What solution should a consultant recommend to prevent the scenario from happening in the future?<\/div><input type='hidden' name='question_id[]' id='qID_26' value='195659' \/><input type='hidden' id='answerType195659' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195659[]' id='answer-id-785179' class='answer   answerof-195659 ' value='785179'   \/><label for='answer-id-785179' id='answer-label-785179' class=' answer'><span>Add the entitlements related list to contact records<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195659[]' id='answer-id-785180' class='answer   answerof-195659 ' value='785180'   \/><label for='answer-id-785180' id='answer-label-785180' class=' answer'><span>Add the entitlement contacts related list to account records<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195659[]' id='answer-id-785181' class='answer   answerof-195659 ' value='785181'   \/><label for='answer-id-785181' id='answer-label-785181' class=' answer'><span>Add the assets related list to contact records<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195659[]' id='answer-id-785182' class='answer   answerof-195659 ' value='785182'   \/><label for='answer-id-785182' id='answer-label-785182' class=' answer'><span>Add the service contract related list to contact records<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-27' style=';'><div id='questionWrap-27'  class='   watupro-question-id-195660'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>27. <\/span>Universal Containers wants to be able to assign cases based on the same criteria they use for chat. <br \/>\r<br>Which feature should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_27' value='195660' \/><input type='hidden' id='answerType195660' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195660[]' id='answer-id-785183' class='answer   answerof-195660 ' value='785183'   \/><label for='answer-id-785183' id='answer-label-785183' class=' answer'><span>Chat Queue-based routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195660[]' id='answer-id-785184' class='answer   answerof-195660 ' value='785184'   \/><label for='answer-id-785184' id='answer-label-785184' class=' answer'><span>Case Skills-based Assignment Rules<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195660[]' id='answer-id-785185' class='answer   answerof-195660 ' value='785185'   \/><label for='answer-id-785185' id='answer-label-785185' class=' answer'><span>Omni-channel Queue-based routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195660[]' id='answer-id-785186' class='answer   answerof-195660 ' value='785186'   \/><label for='answer-id-785186' id='answer-label-785186' class=' answer'><span>Omni-channel Skills-based routing<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-28' style=';'><div id='questionWrap-28'  class='   watupro-question-id-195661'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>28. <\/span>The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance. <br \/>\r<br>What should a consultant recommend to address this problem?<\/div><input type='hidden' name='question_id[]' id='qID_28' value='195661' \/><input type='hidden' id='answerType195661' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195661[]' id='answer-id-785187' class='answer   answerof-195661 ' value='785187'   \/><label for='answer-id-785187' id='answer-label-785187' class=' answer'><span>Limit Customers to 5 Cases per day.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195661[]' id='answer-id-785188' class='answer   answerof-195661 ' value='785188'   \/><label for='answer-id-785188' id='answer-label-785188' class=' answer'><span>Provide a self-help Customer Community.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195661[]' id='answer-id-785189' class='answer   answerof-195661 ' value='785189'   \/><label for='answer-id-785189' id='answer-label-785189' class=' answer'><span>Add more support phone lines.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195661[]' id='answer-id-785190' class='answer   answerof-195661 ' value='785190'   \/><label for='answer-id-785190' id='answer-label-785190' class=' answer'><span>Ask sales reps to respond to support Cases.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-29' style=';'><div id='questionWrap-29'  class='   watupro-question-id-195662'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>29. <\/span>Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_29' value='195662' \/><input type='hidden' id='answerType195662' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195662[]' id='answer-id-785191' class='answer   answerof-195662 ' value='785191'   \/><label for='answer-id-785191' id='answer-label-785191' class=' answer'><span>Approval Process that assigns an Article to a Reviewer Queue.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195662[]' id='answer-id-785192' class='answer   answerof-195662 ' value='785192'   \/><label for='answer-id-785192' id='answer-label-785192' class=' answer'><span>Knowledge Action to Publish an Article once the Article is approved.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195662[]' id='answer-id-785193' class='answer   answerof-195662 ' value='785193'   \/><label for='answer-id-785193' id='answer-label-785193' class=' answer'><span>Validation Rules for article record types to verify all fields during creation.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195662[]' id='answer-id-785194' class='answer   answerof-195662 ' value='785194'   \/><label for='answer-id-785194' id='answer-label-785194' class=' answer'><span>Data Category to assign an article record type to a Reviewer.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-30' style=';'><div id='questionWrap-30'  class='   watupro-question-id-195663'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>30. <\/span>Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. <br \/>\r<br>What should the consultant recommend to address this problem<\/div><input type='hidden' name='question_id[]' id='qID_30' value='195663' \/><input type='hidden' id='answerType195663' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195663[]' id='answer-id-785195' class='answer   answerof-195663 ' value='785195'   \/><label for='answer-id-785195' id='answer-label-785195' class=' answer'><span>Configure Case Assignment Rules to use Queues.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195663[]' id='answer-id-785196' class='answer   answerof-195663 ' value='785196'   \/><label for='answer-id-785196' id='answer-label-785196' class=' answer'><span>Configure Omni-Channel Routing Model as Most Available.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195663[]' id='answer-id-785197' class='answer   answerof-195663 ' value='785197'   \/><label for='answer-id-785197' id='answer-label-785197' class=' answer'><span>Configure Case Assignment Rules to use Users.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195663[]' id='answer-id-785198' class='answer   answerof-195663 ' value='785198'   \/><label for='answer-id-785198' id='answer-label-785198' class=' answer'><span>Configure Omni-Channel Routing Model as Least Active.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-31' style=';'><div id='questionWrap-31'  class='   watupro-question-id-195664'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>31. <\/span>Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. <br \/>\r<br>How should this requirement be met?<\/div><input type='hidden' name='question_id[]' id='qID_31' value='195664' \/><input type='hidden' id='answerType195664' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195664[]' id='answer-id-785199' class='answer   answerof-195664 ' value='785199'   \/><label for='answer-id-785199' id='answer-label-785199' class=' answer'><span>Create a custom related list on the case.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195664[]' id='answer-id-785200' class='answer   answerof-195664 ' value='785200'   \/><label for='answer-id-785200' id='answer-label-785200' class=' answer'><span>Create a custom view on the Case tab.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195664[]' id='answer-id-785201' class='answer   answerof-195664 ' value='785201'   \/><label for='answer-id-785201' id='answer-label-785201' class=' answer'><span>Create a custom Visualforce page.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195664[]' id='answer-id-785202' class='answer   answerof-195664 ' value='785202'   \/><label for='answer-id-785202' id='answer-label-785202' class=' answer'><span>Create a custom report.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-32' style=';'><div id='questionWrap-32'  class='   watupro-question-id-195665'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>32. <\/span>What statement is true about the Salesforce Knowledge article lifecycle?<\/div><input type='hidden' name='question_id[]' id='qID_32' value='195665' \/><input type='hidden' id='answerType195665' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195665[]' id='answer-id-785203' class='answer   answerof-195665 ' value='785203'   \/><label for='answer-id-785203' id='answer-label-785203' class=' answer'><span>Approval process CANNOT allow publishing of articles that have specific validation statuses<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195665[]' id='answer-id-785204' class='answer   answerof-195665 ' value='785204'   \/><label for='answer-id-785204' id='answer-label-785204' class=' answer'><span>Article permission sets allow agents to participate in the article publishing process<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195665[]' id='answer-id-785205' class='answer   answerof-195665 ' value='785205'   \/><label for='answer-id-785205' id='answer-label-785205' class=' answer'><span>Articles CANNOT be published until they are reviewed and validated by a qualified author<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195665[]' id='answer-id-785206' class='answer   answerof-195665 ' value='785206'   \/><label for='answer-id-785206' id='answer-label-785206' class=' answer'><span>Knowledge uses public groups as a way to assign users to specific tasks related to articles<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-33' style=';'><div id='questionWrap-33'  class='   watupro-question-id-195666'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>33. <\/span>Universal Containers provides Customer Support for two separate business operations. <br \/>\r<br>The cases managed for each operation have different steps and fields. <br \/>\r<br>Which three features could be implemented to support this? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_33' value='195666' \/><input type='hidden' id='answerType195666' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195666[]' id='answer-id-785207' class='answer   answerof-195666 ' value='785207'   \/><label for='answer-id-785207' id='answer-label-785207' class=' answer'><span>Omni-Channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195666[]' id='answer-id-785208' class='answer   answerof-195666 ' value='785208'   \/><label for='answer-id-785208' id='answer-label-785208' class=' answer'><span>Page Layouts<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195666[]' id='answer-id-785209' class='answer   answerof-195666 ' value='785209'   \/><label for='answer-id-785209' id='answer-label-785209' class=' answer'><span>Record Types<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195666[]' id='answer-id-785210' class='answer   answerof-195666 ' value='785210'   \/><label for='answer-id-785210' id='answer-label-785210' class=' answer'><span>Support Processes<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195666[]' id='answer-id-785211' class='answer   answerof-195666 ' value='785211'   \/><label for='answer-id-785211' id='answer-label-785211' class=' answer'><span>Article Types<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-34' style=';'><div id='questionWrap-34'  class='   watupro-question-id-195667'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>34. <\/span>Which method can be used to route cases from social channels?<\/div><input type='hidden' name='question_id[]' id='qID_34' value='195667' \/><input type='hidden' id='answerType195667' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195667[]' id='answer-id-785212' class='answer   answerof-195667 ' value='785212'   \/><label for='answer-id-785212' id='answer-label-785212' class=' answer'><span>use Twitter-to-case and add workflow rules to the case object.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195667[]' id='answer-id-785213' class='answer   answerof-195667 ' value='785213'   \/><label for='answer-id-785213' id='answer-label-785213' class=' answer'><span>Enable Social Customer Service and add assignment rules to the case object.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195667[]' id='answer-id-785214' class='answer   answerof-195667 ' value='785214'   \/><label for='answer-id-785214' id='answer-label-785214' class=' answer'><span>Enable Social Network Profile and add workflow rules to the contact object.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195667[]' id='answer-id-785215' class='answer   answerof-195667 ' value='785215'   \/><label for='answer-id-785215' id='answer-label-785215' class=' answer'><span>Enable Social Network Profile and add assignment rules to the case object.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-35' style=';'><div id='questionWrap-35'  class='   watupro-question-id-195668'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>35. <\/span>Universal containers wants to implement Omni channel within service cloud for its representatives. <br \/>\r<br>What is the first step required to configure Omni channel?<\/div><input type='hidden' name='question_id[]' id='qID_35' value='195668' \/><input type='hidden' id='answerType195668' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195668[]' id='answer-id-785216' class='answer   answerof-195668 ' value='785216'   \/><label for='answer-id-785216' id='answer-label-785216' class=' answer'><span>Contact salesforce to have Omni channel enabled.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195668[]' id='answer-id-785217' class='answer   answerof-195668 ' value='785217'   \/><label for='answer-id-785217' id='answer-label-785217' class=' answer'><span>Enable Omni channel in setup.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195668[]' id='answer-id-785218' class='answer   answerof-195668 ' value='785218'   \/><label for='answer-id-785218' id='answer-label-785218' class=' answer'><span>Assign users to the Omni channel feature license.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195668[]' id='answer-id-785219' class='answer   answerof-195668 ' value='785219'   \/><label for='answer-id-785219' id='answer-label-785219' class=' answer'><span>Assign users to Omni channel permissions.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-36' style=';'><div id='questionWrap-36'  class='   watupro-question-id-195669'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>36. <\/span>Customer Community to provide customers with a self-service option for support. <br \/>\r<br>Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_36' value='195669' \/><input type='hidden' id='answerType195669' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195669[]' id='answer-id-785220' class='answer   answerof-195669 ' value='785220'   \/><label for='answer-id-785220' id='answer-label-785220' class=' answer'><span>Allows customers to customize their user interface<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195669[]' id='answer-id-785221' class='answer   answerof-195669 ' value='785221'   \/><label for='answer-id-785221' id='answer-label-785221' class=' answer'><span>Allows customers the ability to collaborate<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195669[]' id='answer-id-785222' class='answer   answerof-195669 ' value='785222'   \/><label for='answer-id-785222' id='answer-label-785222' class=' answer'><span>Allows customers to customize reports and dashboards<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195669[]' id='answer-id-785223' class='answer   answerof-195669 ' value='785223'   \/><label for='answer-id-785223' id='answer-label-785223' class=' answer'><span>Allows customers to search a knowledge base.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-37' style=';'><div id='questionWrap-37'  class='   watupro-question-id-195670'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>37. <\/span>Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. <br \/>\r<br>What functionality should a consultant recommend to satisfy the UC's need?<\/div><input type='hidden' name='question_id[]' id='qID_37' value='195670' \/><input type='hidden' id='answerType195670' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195670[]' id='answer-id-785224' class='answer   answerof-195670 ' value='785224'   \/><label for='answer-id-785224' id='answer-label-785224' class=' answer'><span>omni Channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195670[]' id='answer-id-785225' class='answer   answerof-195670 ' value='785225'   \/><label for='answer-id-785225' id='answer-label-785225' class=' answer'><span>Contact Request<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195670[]' id='answer-id-785226' class='answer   answerof-195670 ' value='785226'   \/><label for='answer-id-785226' id='answer-label-785226' class=' answer'><span>Field Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195670[]' id='answer-id-785227' class='answer   answerof-195670 ' value='785227'   \/><label for='answer-id-785227' id='answer-label-785227' class=' answer'><span>Mobile Connect<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-38' style=';'><div id='questionWrap-38'  class='   watupro-question-id-195671'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>38. <\/span>Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs). <br \/>\r<br>Which two approaches can be used to accomplish this goal? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_38' value='195671' \/><input type='hidden' id='answerType195671' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195671[]' id='answer-id-785228' class='answer   answerof-195671 ' value='785228'   \/><label for='answer-id-785228' id='answer-label-785228' class=' answer'><span>Representing metrics such as first-response and resolution time on cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195671[]' id='answer-id-785229' class='answer   answerof-195671 ' value='785229'   \/><label for='answer-id-785229' id='answer-label-785229' class=' answer'><span>Monitoring the case escalation rule queue to confirm service levels are met<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195671[]' id='answer-id-785230' class='answer   answerof-195671 ' value='785230'   \/><label for='answer-id-785230' id='answer-label-785230' class=' answer'><span>Identifying the customer contact associated with a particular stage of a service contract<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195671[]' id='answer-id-785231' class='answer   answerof-195671 ' value='785231'   \/><label for='answer-id-785231' id='answer-label-785231' class=' answer'><span>Displaying whether a case response complies with a customer's service level agreement<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-39' style=';'><div id='questionWrap-39'  class='   watupro-question-id-195672'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>39. <\/span>What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)<\/div><input type='hidden' name='question_id[]' id='qID_39' value='195672' \/><input type='hidden' id='answerType195672' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195672[]' id='answer-id-785232' class='answer   answerof-195672 ' value='785232'   \/><label for='answer-id-785232' id='answer-label-785232' class=' answer'><span>Replaces the need for an email channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195672[]' id='answer-id-785233' class='answer   answerof-195672 ' value='785233'   \/><label for='answer-id-785233' id='answer-label-785233' class=' answer'><span>Eliminates tracking of customer entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195672[]' id='answer-id-785234' class='answer   answerof-195672 ' value='785234'   \/><label for='answer-id-785234' id='answer-label-785234' class=' answer'><span>Uncovers gaps in the knowledge base<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195672[]' id='answer-id-785235' class='answer   answerof-195672 ' value='785235'   \/><label for='answer-id-785235' id='answer-label-785235' class=' answer'><span>Reduces incoming call volume<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-40' style=';'><div id='questionWrap-40'  class='   watupro-question-id-195673'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>40. <\/span>Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received. <br \/>\r<br>How would a Consultant address this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_40' value='195673' \/><input type='hidden' id='answerType195673' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195673[]' id='answer-id-785236' class='answer   answerof-195673 ' value='785236'   \/><label for='answer-id-785236' id='answer-label-785236' class=' answer'><span>Configure Case Assignment Rules<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195673[]' id='answer-id-785237' class='answer   answerof-195673 ' value='785237'   \/><label for='answer-id-785237' id='answer-label-785237' class=' answer'><span>Configure Omni-Channel with Most Available Routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195673[]' id='answer-id-785238' class='answer   answerof-195673 ' value='785238'   \/><label for='answer-id-785238' id='answer-label-785238' class=' answer'><span>Configure Live Agent Skills-based Routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195673[]' id='answer-id-785239' class='answer   answerof-195673 ' value='785239'   \/><label for='answer-id-785239' id='answer-label-785239' class=' answer'><span>Configure Omni-Channel with Least Active Routing<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-41' style=';'><div id='questionWrap-41'  class='   watupro-question-id-195674'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>41. <\/span>The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. <br \/>\r<br>Which solution will ensure each team sees only the relevant article type for their product?<\/div><input type='hidden' name='question_id[]' id='qID_41' value='195674' \/><input type='hidden' id='answerType195674' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195674[]' id='answer-id-785240' class='answer   answerof-195674 ' value='785240'   \/><label for='answer-id-785240' id='answer-label-785240' class=' answer'><span>Create an article action for each record type and assign them to each team based on their product specialization<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195674[]' id='answer-id-785241' class='answer   answerof-195674 ' value='785241'   \/><label for='answer-id-785241' id='answer-label-785241' class=' answer'><span>Create a permission set foreach record type and assign them to each team based on their product specialization<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195674[]' id='answer-id-785242' class='answer   answerof-195674 ' value='785242'   \/><label for='answer-id-785242' id='answer-label-785242' class=' answer'><span>Create a page layout for each article type and assign them to each team based on their product specialization<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195674[]' id='answer-id-785243' class='answer   answerof-195674 ' value='785243'   \/><label for='answer-id-785243' id='answer-label-785243' class=' answer'><span>Create a data category for each product and assign them to each team bases on their product specialization<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-42' style=';'><div id='questionWrap-42'  class='   watupro-question-id-195675'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>42. <\/span>Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. <br \/>\r<br>Which solution should a Consultant recommend to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_42' value='195675' \/><input type='hidden' id='answerType195675' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195675[]' id='answer-id-785244' class='answer   answerof-195675 ' value='785244'   \/><label for='answer-id-785244' id='answer-label-785244' class=' answer'><span>Implement Field Service Lightning.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195675[]' id='answer-id-785245' class='answer   answerof-195675 ' value='785245'   \/><label for='answer-id-785245' id='answer-label-785245' class=' answer'><span>Integrate with an enterprise resource planning system.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195675[]' id='answer-id-785246' class='answer   answerof-195675 ' value='785246'   \/><label for='answer-id-785246' id='answer-label-785246' class=' answer'><span>Develop and publish a knowledge management system<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195675[]' id='answer-id-785247' class='answer   answerof-195675 ' value='785247'   \/><label for='answer-id-785247' id='answer-label-785247' class=' answer'><span>Configure Visual Flows on Salesforce mobile.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-43' style=';'><div id='questionWrap-43'  class='   watupro-question-id-195676'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>43. <\/span>A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. <br \/>\r<br>A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. <br \/>\r<br>Which two metrics can be used to assess the success of the new workforce management <br \/>\r<br>system? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_43' value='195676' \/><input type='hidden' id='answerType195676' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195676[]' id='answer-id-785248' class='answer   answerof-195676 ' value='785248'   \/><label for='answer-id-785248' id='answer-label-785248' class=' answer'><span>Number of calls offered<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195676[]' id='answer-id-785249' class='answer   answerof-195676 ' value='785249'   \/><label for='answer-id-785249' id='answer-label-785249' class=' answer'><span>Agent utilization<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195676[]' id='answer-id-785250' class='answer   answerof-195676 ' value='785250'   \/><label for='answer-id-785250' id='answer-label-785250' class=' answer'><span>Quality monitoring score<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195676[]' id='answer-id-785251' class='answer   answerof-195676 ' value='785251'   \/><label for='answer-id-785251' id='answer-label-785251' class=' answer'><span>Schedule adherence<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-44' style=';'><div id='questionWrap-44'  class='   watupro-question-id-195677'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>44. <\/span>A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. <br \/>\r<br>Which approach should be used for the data migration?<\/div><input type='hidden' name='question_id[]' id='qID_44' value='195677' \/><input type='hidden' id='answerType195677' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195677[]' id='answer-id-785252' class='answer   answerof-195677 ' value='785252'   \/><label for='answer-id-785252' id='answer-label-785252' class=' answer'><span>Prepare, Plan, Test, Execute, Validate<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195677[]' id='answer-id-785253' class='answer   answerof-195677 ' value='785253'   \/><label for='answer-id-785253' id='answer-label-785253' class=' answer'><span>Plan, Prepare, Test, Execute, Validate<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195677[]' id='answer-id-785254' class='answer   answerof-195677 ' value='785254'   \/><label for='answer-id-785254' id='answer-label-785254' class=' answer'><span>Prepare, Plan, Validate, Execute, Test<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195677[]' id='answer-id-785255' class='answer   answerof-195677 ' value='785255'   \/><label for='answer-id-785255' id='answer-label-785255' class=' answer'><span>Plan, Prepare, Validate, Execute, Test<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-45' style=';'><div id='questionWrap-45'  class='   watupro-question-id-195678'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>45. <\/span>UC has discovered that the average time an agent takes to resolve a case has increased. <br \/>\r<br>What should a consultant recommend to help reverse this trend? Choose 2 answers.<\/div><input type='hidden' name='question_id[]' id='qID_45' value='195678' \/><input type='hidden' id='answerType195678' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195678[]' id='answer-id-785256' class='answer   answerof-195678 ' value='785256'   \/><label for='answer-id-785256' id='answer-label-785256' class=' answer'><span>Track social sentiment across social media outlets<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195678[]' id='answer-id-785257' class='answer   answerof-195678 ' value='785257'   \/><label for='answer-id-785257' id='answer-label-785257' class=' answer'><span>Improve the training provided to existing agents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195678[]' id='answer-id-785258' class='answer   answerof-195678 ' value='785258'   \/><label for='answer-id-785258' id='answer-label-785258' class=' answer'><span>Hire more agents for the contact centers<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195678[]' id='answer-id-785259' class='answer   answerof-195678 ' value='785259'   \/><label for='answer-id-785259' id='answer-label-785259' class=' answer'><span>Configure entitlements and milestones to enforce SLAs<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-46' style=';'><div id='questionWrap-46'  class='   watupro-question-id-195679'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>46. <\/span>Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). <br \/>\r<br>What should a consultant recommend to accomplish this?<\/div><input type='hidden' name='question_id[]' id='qID_46' value='195679' \/><input type='hidden' id='answerType195679' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195679[]' id='answer-id-785260' class='answer   answerof-195679 ' value='785260'   \/><label for='answer-id-785260' id='answer-label-785260' class=' answer'><span>Create a service cloud console to support all channel groupings.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195679[]' id='answer-id-785261' class='answer   answerof-195679 ' value='785261'   \/><label for='answer-id-785261' id='answer-label-785261' class=' answer'><span>Create an agent profile for each channel grouping.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195679[]' id='answer-id-785262' class='answer   answerof-195679 ' value='785262'   \/><label for='answer-id-785262' id='answer-label-785262' class=' answer'><span>Create a unique case page layout for each channel grouping.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195679[]' id='answer-id-785263' class='answer   answerof-195679 ' value='785263'   \/><label for='answer-id-785263' id='answer-label-785263' class=' answer'><span>Create an agent role for each channel grouping.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-47' style=';'><div id='questionWrap-47'  class='   watupro-question-id-195680'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>47. <\/span>Universal Containers will be launching a telesales contact center. <br \/>\r<br>What should be considered in the design? Choose 2 answers.<\/div><input type='hidden' name='question_id[]' id='qID_47' value='195680' \/><input type='hidden' id='answerType195680' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195680[]' id='answer-id-785264' class='answer   answerof-195680 ' value='785264'   \/><label for='answer-id-785264' id='answer-label-785264' class=' answer'><span>Integration with Field service teams and apps<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195680[]' id='answer-id-785265' class='answer   answerof-195680 ' value='785265'   \/><label for='answer-id-785265' id='answer-label-785265' class=' answer'><span>Strategies to maximize call deflection<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195680[]' id='answer-id-785266' class='answer   answerof-195680 ' value='785266'   \/><label for='answer-id-785266' id='answer-label-785266' class=' answer'><span>Performance for high volume of interactions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195680[]' id='answer-id-785267' class='answer   answerof-195680 ' value='785267'   \/><label for='answer-id-785267' id='answer-label-785267' class=' answer'><span>Integration with Lead Generation team and apps<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-48' style=';'><div id='questionWrap-48'  class='   watupro-question-id-195681'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>48. <\/span>Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. <br \/>\r<br>Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_48' value='195681' \/><input type='hidden' id='answerType195681' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195681[]' id='answer-id-785268' class='answer   answerof-195681 ' value='785268'   \/><label for='answer-id-785268' id='answer-label-785268' class=' answer'><span>Service Console Knowledge Components<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195681[]' id='answer-id-785269' class='answer   answerof-195681 ' value='785269'   \/><label for='answer-id-785269' id='answer-label-785269' class=' answer'><span>Service Console Profile Assignments<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195681[]' id='answer-id-785270' class='answer   answerof-195681 ' value='785270'   \/><label for='answer-id-785270' id='answer-label-785270' class=' answer'><span>Data Categories and Article Actions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195681[]' id='answer-id-785271' class='answer   answerof-195681 ' value='785271'   \/><label for='answer-id-785271' id='answer-label-785271' class=' answer'><span>Data Categories and Article Types<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-49' style=';'><div id='questionWrap-49'  class='   watupro-question-id-195682'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>49. <\/span>Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. <br \/>\r<br>Which three configurations must be made? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_49' value='195682' \/><input type='hidden' id='answerType195682' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195682[]' id='answer-id-785272' class='answer   answerof-195682 ' value='785272'   \/><label for='answer-id-785272' id='answer-label-785272' class=' answer'><span>Users must use Lightning Experience.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195682[]' id='answer-id-785273' class='answer   answerof-195682 ' value='785273'   \/><label for='answer-id-785273' id='answer-label-785273' class=' answer'><span>Publisher Actions used in the macros must be on the page layout.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195682[]' id='answer-id-785274' class='answer   answerof-195682 ' value='785274'   \/><label for='answer-id-785274' id='answer-label-785274' class=' answer'><span>The Macros widget or utility must be added to the console.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195682[]' id='answer-id-785275' class='answer   answerof-195682 ' value='785275'   \/><label for='answer-id-785275' id='answer-label-785275' class=' answer'><span>The Run Macros Permission must be granted to users.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195682[]' id='answer-id-785276' class='answer   answerof-195682 ' value='785276'   \/><label for='answer-id-785276' id='answer-label-785276' class=' answer'><span>The Run Macros Action must be on the page layout.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-50' style=';'><div id='questionWrap-50'  class='   watupro-question-id-195683'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>50. <\/span>When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel. <br \/>\r<br>How can a Consultant implement the functionality with configuration?<\/div><input type='hidden' name='question_id[]' id='qID_50' value='195683' \/><input type='hidden' id='answerType195683' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195683[]' id='answer-id-785277' class='answer   answerof-195683 ' value='785277'   \/><label for='answer-id-785277' id='answer-label-785277' class=' answer'><span>Remove these fields from the page layout and add the components to the highlights panel.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195683[]' id='answer-id-785278' class='answer   answerof-195683 ' value='785278'   \/><label for='answer-id-785278' id='answer-label-785278' class=' answer'><span>Add these fields to the page layout and add the components to the highlights panel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195683[]' id='answer-id-785279' class='answer   answerof-195683 ' value='785279'   \/><label for='answer-id-785279' id='answer-label-785279' class=' answer'><span>Remove these fields from the page layout and add the fields to the highlights panel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195683[]' id='answer-id-785280' class='answer   answerof-195683 ' value='785280'   \/><label for='answer-id-785280' id='answer-label-785280' class=' answer'><span>Add the fields to the page layout and add the fields to the highlights panel.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-51' style=';'><div id='questionWrap-51'  class='   watupro-question-id-195684'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>51. <\/span>Milestones can be added to which three object types? Choose 3 Answers<\/div><input type='hidden' name='question_id[]' id='qID_51' value='195684' \/><input type='hidden' id='answerType195684' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195684[]' id='answer-id-785281' class='answer   answerof-195684 ' value='785281'   \/><label for='answer-id-785281' id='answer-label-785281' class=' answer'><span>Work order<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195684[]' id='answer-id-785282' class='answer   answerof-195684 ' value='785282'   \/><label for='answer-id-785282' id='answer-label-785282' class=' answer'><span>Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195684[]' id='answer-id-785283' class='answer   answerof-195684 ' value='785283'   \/><label for='answer-id-785283' id='answer-label-785283' class=' answer'><span>Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195684[]' id='answer-id-785284' class='answer   answerof-195684 ' value='785284'   \/><label for='answer-id-785284' id='answer-label-785284' class=' answer'><span>Entitlement<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195684[]' id='answer-id-785285' class='answer   answerof-195684 ' value='785285'   \/><label for='answer-id-785285' id='answer-label-785285' class=' answer'><span>Account<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-52' style=';'><div id='questionWrap-52'  class='   watupro-question-id-195685'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>52. <\/span>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. <br \/>\r<br>Which benefit would be realized by using the entitlement management feature? Choose 2 answers.<\/div><input type='hidden' name='question_id[]' id='qID_52' value='195685' \/><input type='hidden' id='answerType195685' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195685[]' id='answer-id-785286' class='answer   answerof-195685 ' value='785286'   \/><label for='answer-id-785286' id='answer-label-785286' class=' answer'><span>Ability to determine if a customer has escalated a case in the past<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195685[]' id='answer-id-785287' class='answer   answerof-195685 ' value='785287'   \/><label for='answer-id-785287' id='answer-label-785287' class=' answer'><span>Ability to specify unique service levels for each customer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195685[]' id='answer-id-785288' class='answer   answerof-195685 ' value='785288'   \/><label for='answer-id-785288' id='answer-label-785288' class=' answer'><span>Ability to prompt callers for the service contract number within IVR menus<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195685[]' id='answer-id-785289' class='answer   answerof-195685 ' value='785289'   \/><label for='answer-id-785289' id='answer-label-785289' class=' answer'><span>Ability to enforce service levels with the time-dependent processes<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-53' style=';'><div id='questionWrap-53'  class='   watupro-question-id-195686'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>53. <\/span>The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. <br \/>\r<br>What should a consultant recommend to improve this metric?<\/div><input type='hidden' name='question_id[]' id='qID_53' value='195686' \/><input type='hidden' id='answerType195686' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195686[]' id='answer-id-785290' class='answer   answerof-195686 ' value='785290'   \/><label for='answer-id-785290' id='answer-label-785290' class=' answer'><span>Skills -based routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195686[]' id='answer-id-785291' class='answer   answerof-195686 ' value='785291'   \/><label for='answer-id-785291' id='answer-label-785291' class=' answer'><span>Private branch exchange<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195686[]' id='answer-id-785292' class='answer   answerof-195686 ' value='785292'   \/><label for='answer-id-785292' id='answer-label-785292' class=' answer'><span>Workforce management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195686[]' id='answer-id-785293' class='answer   answerof-195686 ' value='785293'   \/><label for='answer-id-785293' id='answer-label-785293' class=' answer'><span>Interactive voice response<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-54' style=';'><div id='questionWrap-54'  class='   watupro-question-id-195687'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>54. <\/span>Universal Containers purchased Knowledge and would like to implement it as soon as possible. <br \/>\r<br>What approach should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_54' value='195687' \/><input type='hidden' id='answerType195687' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195687[]' id='answer-id-785294' class='answer   answerof-195687 ' value='785294'   \/><label for='answer-id-785294' id='answer-label-785294' class=' answer'><span>Activate Knowledge One within the Salesforce Console for Service.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195687[]' id='answer-id-785295' class='answer   answerof-195687 ' value='785295'   \/><label for='answer-id-785295' id='answer-label-785295' class=' answer'><span>Create a Knowledge Visualforce component on the case detail page.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195687[]' id='answer-id-785296' class='answer   answerof-195687 ' value='785296'   \/><label for='answer-id-785296' id='answer-label-785296' class=' answer'><span>Activate Knowledge One on the case detail page.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195687[]' id='answer-id-785297' class='answer   answerof-195687 ' value='785297'   \/><label for='answer-id-785297' id='answer-label-785297' class=' answer'><span>Create a Knowledge Visualforce component within the Salesforce Console for Service.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-55' style=';'><div id='questionWrap-55'  class='   watupro-question-id-195688'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>55. <\/span>Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. <br \/>\r<br>What should the Consultant recommend to gather information on Knowledge article usefulness?<\/div><input type='hidden' name='question_id[]' id='qID_55' value='195688' \/><input type='hidden' id='answerType195688' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195688[]' id='answer-id-785298' class='answer   answerof-195688 ' value='785298'   \/><label for='answer-id-785298' id='answer-label-785298' class=' answer'><span>Contact Salesforce to send a report on article efficacy.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195688[]' id='answer-id-785299' class='answer   answerof-195688 ' value='785299'   \/><label for='answer-id-785299' id='answer-label-785299' class=' answer'><span>Send out a monthly survey to customers requesting feedback.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195688[]' id='answer-id-785300' class='answer   answerof-195688 ' value='785300'   \/><label for='answer-id-785300' id='answer-label-785300' class=' answer'><span>Install Knowledge Base Dashboards and Reports AppExchange package.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195688[]' id='answer-id-785301' class='answer   answerof-195688 ' value='785301'   \/><label for='answer-id-785301' id='answer-label-785301' class=' answer'><span>Create a group of super users that will evaluate and manage articles.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-56' style=';'><div id='questionWrap-56'  class='   watupro-question-id-195689'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>56. <\/span>Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. <br \/>\r<br>How can this be achieved?<\/div><input type='hidden' name='question_id[]' id='qID_56' value='195689' \/><input type='hidden' id='answerType195689' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195689[]' id='answer-id-785302' class='answer   answerof-195689 ' value='785302'   \/><label for='answer-id-785302' id='answer-label-785302' class=' answer'><span>Customer view of case tab<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195689[]' id='answer-id-785303' class='answer   answerof-195689 ' value='785303'   \/><label for='answer-id-785303' id='answer-label-785303' class=' answer'><span>Custom Visual force page<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195689[]' id='answer-id-785304' class='answer   answerof-195689 ' value='785304'   \/><label for='answer-id-785304' id='answer-label-785304' class=' answer'><span>Custom report<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195689[]' id='answer-id-785305' class='answer   answerof-195689 ' value='785305'   \/><label for='answer-id-785305' id='answer-label-785305' class=' answer'><span>Custom related list<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-57' style=';'><div id='questionWrap-57'  class='   watupro-question-id-195690'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>57. <\/span>Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices. <br \/>\r<br>What feature should a consultant recommend to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_57' value='195690' \/><input type='hidden' id='answerType195690' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195690[]' id='answer-id-785306' class='answer   answerof-195690 ' value='785306'   \/><label for='answer-id-785306' id='answer-label-785306' class=' answer'><span>Web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195690[]' id='answer-id-785307' class='answer   answerof-195690 ' value='785307'   \/><label for='answer-id-785307' id='answer-label-785307' class=' answer'><span>Embedded Chat Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195690[]' id='answer-id-785308' class='answer   answerof-195690 ' value='785308'   \/><label for='answer-id-785308' id='answer-label-785308' class=' answer'><span>Customer Community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195690[]' id='answer-id-785309' class='answer   answerof-195690 ' value='785309'   \/><label for='answer-id-785309' id='answer-label-785309' class=' answer'><span>Case Assignment Rules<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-58' style=';'><div id='questionWrap-58'  class='   watupro-question-id-195691'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>58. <\/span>Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the &quot;Errata&quot; record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process. <br \/>\r<br>What should a consultant recommend to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_58' value='195691' \/><input type='hidden' id='answerType195691' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195691[]' id='answer-id-785310' class='answer   answerof-195691 ' value='785310'   \/><label for='answer-id-785310' id='answer-label-785310' class=' answer'><span>Create a workflow rule and email alert action that sends an email to the case contact \r\nwhen a case with the &quot;Errata&quot; record type is created<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195691[]' id='answer-id-785311' class='answer   answerof-195691 ' value='785311'   \/><label for='answer-id-785311' id='answer-label-785311' class=' answer'><span>Create an auto-response rule that sends an email to the case contact when a case with the &quot;Errata&quot; record type is created<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195691[]' id='answer-id-785312' class='answer   answerof-195691 ' value='785312'   \/><label for='answer-id-785312' id='answer-label-785312' class=' answer'><span>Create an Apex trigger that sends an email to the case contact when a case with the &quot;Errata&quot; record type is created<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195691[]' id='answer-id-785313' class='answer   answerof-195691 ' value='785313'   \/><label for='answer-id-785313' id='answer-label-785313' class=' answer'><span>Create an assignment rule that sends an email to the case contact when a case with the &quot;Errata&quot; record type is created<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-59' style=';'><div id='questionWrap-59'  class='   watupro-question-id-195692'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>59. <\/span>Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: <br \/>\r<br>&#8226; Agents need to collaborate with other teams. <br \/>\r<br>&#8226; The product development team needs to be alerted on high-priority cases for specific products. <br \/>\r<br>Which solution will meet these requirements?<\/div><input type='hidden' name='question_id[]' id='qID_59' value='195692' \/><input type='hidden' id='answerType195692' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195692[]' id='answer-id-785314' class='answer   answerof-195692 ' value='785314'   \/><label for='answer-id-785314' id='answer-label-785314' class=' answer'><span>Use Process Builder for notifications and case teams to monitor cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195692[]' id='answer-id-785315' class='answer   answerof-195692 ' value='785315'   \/><label for='answer-id-785315' id='answer-label-785315' class=' answer'><span>Use Process Builder for notifications and account teams to monitor cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195692[]' id='answer-id-785316' class='answer   answerof-195692 ' value='785316'   \/><label for='answer-id-785316' id='answer-label-785316' class=' answer'><span>Use escalation rules for notifications and account teams to monitor cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195692[]' id='answer-id-785317' class='answer   answerof-195692 ' value='785317'   \/><label for='answer-id-785317' id='answer-label-785317' class=' answer'><span>Use escalation rules for notifications and case teams to monitor cases.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-60' style=';'><div id='questionWrap-60'  class='   watupro-question-id-195693'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>60. <\/span>Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. <br \/>\r<br>What should a consultant recommend to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_60' value='195693' \/><input type='hidden' id='answerType195693' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195693[]' id='answer-id-785318' class='answer   answerof-195693 ' value='785318'   \/><label for='answer-id-785318' id='answer-label-785318' class=' answer'><span>Social Persona tor Twitter and Facebook.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195693[]' id='answer-id-785319' class='answer   answerof-195693 ' value='785319'   \/><label for='answer-id-785319' id='answer-label-785319' class=' answer'><span>Social Media Marketing message tagging.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195693[]' id='answer-id-785320' class='answer   answerof-195693 ' value='785320'   \/><label for='answer-id-785320' id='answer-label-785320' class=' answer'><span>Social Customer Service for Twitter and Facebook.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195693[]' id='answer-id-785321' class='answer   answerof-195693 ' value='785321'   \/><label for='answer-id-785321' id='answer-label-785321' class=' answer'><span>Einstein Bot social queues.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-61' style=';'><div id='questionWrap-61'  class='   watupro-question-id-195694'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>61. <\/span>Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. <br \/>\r<br>Which solution should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_61' value='195694' \/><input type='hidden' id='answerType195694' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195694[]' id='answer-id-785322' class='answer   answerof-195694 ' value='785322'   \/><label for='answer-id-785322' id='answer-label-785322' class=' answer'><span>Web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195694[]' id='answer-id-785323' class='answer   answerof-195694 ' value='785323'   \/><label for='answer-id-785323' id='answer-label-785323' class=' answer'><span>Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195694[]' id='answer-id-785324' class='answer   answerof-195694 ' value='785324'   \/><label for='answer-id-785324' id='answer-label-785324' class=' answer'><span>Salesforce for Outlook<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195694[]' id='answer-id-785325' class='answer   answerof-195694 ' value='785325'   \/><label for='answer-id-785325' id='answer-label-785325' class=' answer'><span>On-Demand Email-to-Case<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-62' style=';'><div id='questionWrap-62'  class='   watupro-question-id-195695'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>62. <\/span>Which solution can be used to improve call deflection?<\/div><input type='hidden' name='question_id[]' id='qID_62' value='195695' \/><input type='hidden' id='answerType195695' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195695[]' id='answer-id-785326' class='answer   answerof-195695 ' value='785326'   \/><label for='answer-id-785326' id='answer-label-785326' class=' answer'><span>Knowledge base<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195695[]' id='answer-id-785327' class='answer   answerof-195695 ' value='785327'   \/><label for='answer-id-785327' id='answer-label-785327' class=' answer'><span>Community forum<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195695[]' id='answer-id-785328' class='answer   answerof-195695 ' value='785328'   \/><label for='answer-id-785328' id='answer-label-785328' class=' answer'><span>Assignment rules<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195695[]' id='answer-id-785329' class='answer   answerof-195695 ' value='785329'   \/><label for='answer-id-785329' id='answer-label-785329' class=' answer'><span>Web chat<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195695[]' id='answer-id-785330' class='answer   answerof-195695 ' value='785330'   \/><label for='answer-id-785330' id='answer-label-785330' class=' answer'><span>Case routing<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-63' style=';'><div id='questionWrap-63'  class='   watupro-question-id-195696'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>63. <\/span>What are two benefits of deploying Knowledge in Customer Communities?<\/div><input type='hidden' name='question_id[]' id='qID_63' value='195696' \/><input type='hidden' id='answerType195696' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195696[]' id='answer-id-785331' class='answer   answerof-195696 ' value='785331'   \/><label for='answer-id-785331' id='answer-label-785331' class=' answer'><span>Reduces incoming call volume<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195696[]' id='answer-id-785332' class='answer   answerof-195696 ' value='785332'   \/><label for='answer-id-785332' id='answer-label-785332' class=' answer'><span>Replaces the need for an email channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195696[]' id='answer-id-785333' class='answer   answerof-195696 ' value='785333'   \/><label for='answer-id-785333' id='answer-label-785333' class=' answer'><span>Eliminates tracking of customer entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195696[]' id='answer-id-785334' class='answer   answerof-195696 ' value='785334'   \/><label for='answer-id-785334' id='answer-label-785334' class=' answer'><span>Uncovers gap in the knowledge base<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-64' style=';'><div id='questionWrap-64'  class='   watupro-question-id-195697'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>64. <\/span>Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. <br \/>\r<br>What approach should a consultant recommend to meet these requirements?<\/div><input type='hidden' name='question_id[]' id='qID_64' value='195697' \/><input type='hidden' id='answerType195697' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195697[]' id='answer-id-785335' class='answer   answerof-195697 ' value='785335'   \/><label for='answer-id-785335' id='answer-label-785335' class=' answer'><span>Configure Case Escalation Rules.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195697[]' id='answer-id-785336' class='answer   answerof-195697 ' value='785336'   \/><label for='answer-id-785336' id='answer-label-785336' class=' answer'><span>Define Entitlement and Milestones.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195697[]' id='answer-id-785337' class='answer   answerof-195697 ' value='785337'   \/><label for='answer-id-785337' id='answer-label-785337' class=' answer'><span>Use Process Builder with Scheduled Actions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195697[]' id='answer-id-785338' class='answer   answerof-195697 ' value='785338'   \/><label for='answer-id-785338' id='answer-label-785338' class=' answer'><span>Enable Omni-Channel Routing.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-65' style=';'><div id='questionWrap-65'  class='   watupro-question-id-195698'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>65. <\/span>A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. <br \/>\r<br>Which two steps should be completed to meet this request? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_65' value='195698' \/><input type='hidden' id='answerType195698' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195698[]' id='answer-id-785339' class='answer   answerof-195698 ' value='785339'   \/><label for='answer-id-785339' id='answer-label-785339' class=' answer'><span>Enable Work Orders.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195698[]' id='answer-id-785340' class='answer   answerof-195698 ' value='785340'   \/><label for='answer-id-785340' id='answer-label-785340' class=' answer'><span>Create an Entitlement Process.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195698[]' id='answer-id-785341' class='answer   answerof-195698 ' value='785341'   \/><label for='answer-id-785341' id='answer-label-785341' class=' answer'><span>Set up Milestones.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195698[]' id='answer-id-785342' class='answer   answerof-195698 ' value='785342'   \/><label for='answer-id-785342' id='answer-label-785342' class=' answer'><span>Configure Service Contracts.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-66' style=';'><div id='questionWrap-66'  class='   watupro-question-id-195699'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>66. <\/span>Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. <br \/>\r<br>What should a consultant recommend to meet these requirements? (Choose 2)<\/div><input type='hidden' name='question_id[]' id='qID_66' value='195699' \/><input type='hidden' id='answerType195699' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195699[]' id='answer-id-785343' class='answer   answerof-195699 ' value='785343'   \/><label for='answer-id-785343' id='answer-label-785343' class=' answer'><span>Escalation rules<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195699[]' id='answer-id-785344' class='answer   answerof-195699 ' value='785344'   \/><label for='answer-id-785344' id='answer-label-785344' class=' answer'><span>Case teams<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195699[]' id='answer-id-785345' class='answer   answerof-195699 ' value='785345'   \/><label for='answer-id-785345' id='answer-label-785345' class=' answer'><span>Workflow rules<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195699[]' id='answer-id-785346' class='answer   answerof-195699 ' value='785346'   \/><label for='answer-id-785346' id='answer-label-785346' class=' answer'><span>Auto-response rules<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-67' style=';'><div id='questionWrap-67'  class='   watupro-question-id-195700'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>67. <\/span>A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. <br \/>\r<br>What are two key considerations for this integration? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_67' value='195700' \/><input type='hidden' id='answerType195700' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195700[]' id='answer-id-785347' class='answer   answerof-195700 ' value='785347'   \/><label for='answer-id-785347' id='answer-label-785347' class=' answer'><span>CTI Adapter configuration<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195700[]' id='answer-id-785348' class='answer   answerof-195700 ' value='785348'   \/><label for='answer-id-785348' id='answer-label-785348' class=' answer'><span>Lightning Console enablement<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195700[]' id='answer-id-785349' class='answer   answerof-195700 ' value='785349'   \/><label for='answer-id-785349' id='answer-label-785349' class=' answer'><span>Call Center Definition File creation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195700[]' id='answer-id-785350' class='answer   answerof-195700 ' value='785350'   \/><label for='answer-id-785350' id='answer-label-785350' class=' answer'><span>Service Console case creation configuration<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-68' style=';'><div id='questionWrap-68'  class='   watupro-question-id-195701'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>68. <\/span>As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. <br \/>\r<br>Which factor should a Consultant consider as part of the migration strategy?<\/div><input type='hidden' name='question_id[]' id='qID_68' value='195701' \/><input type='hidden' id='answerType195701' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195701[]' id='answer-id-785351' class='answer   answerof-195701 ' value='785351'   \/><label for='answer-id-785351' id='answer-label-785351' class=' answer'><span>Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195701[]' id='answer-id-785352' class='answer   answerof-195701 ' value='785352'   \/><label for='answer-id-785352' id='answer-label-785352' class=' answer'><span>Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195701[]' id='answer-id-785353' class='answer   answerof-195701 ' value='785353'   \/><label for='answer-id-785353' id='answer-label-785353' class=' answer'><span>Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195701[]' id='answer-id-785354' class='answer   answerof-195701 ' value='785354'   \/><label for='answer-id-785354' id='answer-label-785354' class=' answer'><span>Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-69' style=';'><div id='questionWrap-69'  class='   watupro-question-id-195702'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>69. <\/span>Which solution should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_69' value='195702' \/><input type='hidden' id='answerType195702' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195702[]' id='answer-id-785355' class='answer   answerof-195702 ' value='785355'   \/><label for='answer-id-785355' id='answer-label-785355' class=' answer'><span>Enable the knowledge sidebar related list on the case page layout.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195702[]' id='answer-id-785356' class='answer   answerof-195702 ' value='785356'   \/><label for='answer-id-785356' id='answer-label-785356' class=' answer'><span>Create a visual force page called knowledge sidebar on the case page layout.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195702[]' id='answer-id-785357' class='answer   answerof-195702 ' value='785357'   \/><label for='answer-id-785357' id='answer-label-785357' class=' answer'><span>Enable the knowledge sidebar setting in the case support settings.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195702[]' id='answer-id-785358' class='answer   answerof-195702 ' value='785358'   \/><label for='answer-id-785358' id='answer-label-785358' class=' answer'><span>Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195702[]' id='answer-id-785359' class='answer   answerof-195702 ' value='785359'   \/><label for='answer-id-785359' id='answer-label-785359' class=' answer'><span>Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-70' style=';'><div id='questionWrap-70'  class='   watupro-question-id-195703'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>70. <\/span>The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. <br \/>\r<br>Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_70' value='195703' \/><input type='hidden' id='answerType195703' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195703[]' id='answer-id-785360' class='answer   answerof-195703 ' value='785360'   \/><label for='answer-id-785360' id='answer-label-785360' class=' answer'><span>Create a case assignment rule to ensure cases are owned by a user when closed.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195703[]' id='answer-id-785361' class='answer   answerof-195703 ' value='785361'   \/><label for='answer-id-785361' id='answer-label-785361' class=' answer'><span>Use a data tool to update the owner field on closed cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195703[]' id='answer-id-785362' class='answer   answerof-195703 ' value='785362'   \/><label for='answer-id-785362' id='answer-label-785362' class=' answer'><span>Create a Process Builder and Flow to change the owner on closed cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195703[]' id='answer-id-785363' class='answer   answerof-195703 ' value='785363'   \/><label for='answer-id-785363' id='answer-label-785363' class=' answer'><span>Create a case validation rule to ensure cases are owned by a user when closed.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-71' style=';'><div id='questionWrap-71'  class='   watupro-question-id-195704'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>71. <\/span>Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. <br \/>\r<br>What solution should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_71' value='195704' \/><input type='hidden' id='answerType195704' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195704[]' id='answer-id-785364' class='answer   answerof-195704 ' value='785364'   \/><label for='answer-id-785364' id='answer-label-785364' class=' answer'><span>Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195704[]' id='answer-id-785365' class='answer   answerof-195704 ' value='785365'   \/><label for='answer-id-785365' id='answer-label-785365' class=' answer'><span>web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195704[]' id='answer-id-785366' class='answer   answerof-195704 ' value='785366'   \/><label for='answer-id-785366' id='answer-label-785366' class=' answer'><span>An AppExchange package<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195704[]' id='answer-id-785367' class='answer   answerof-195704 ' value='785367'   \/><label for='answer-id-785367' id='answer-label-785367' class=' answer'><span>On-Demand Email-to-Case<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-72' style=';'><div id='questionWrap-72'  class='   watupro-question-id-195705'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>72. <\/span>Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages. <br \/>\r<br>Which service cloud feature should the consultant recommend to address this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_72' value='195705' \/><input type='hidden' id='answerType195705' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195705[]' id='answer-id-785368' class='answer   answerof-195705 ' value='785368'   \/><label for='answer-id-785368' id='answer-label-785368' class=' answer'><span>Entitlements and milestones<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195705[]' id='answer-id-785369' class='answer   answerof-195705 ' value='785369'   \/><label for='answer-id-785369' id='answer-label-785369' class=' answer'><span>Case escalation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195705[]' id='answer-id-785370' class='answer   answerof-195705 ' value='785370'   \/><label for='answer-id-785370' id='answer-label-785370' class=' answer'><span>Case assignment<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195705[]' id='answer-id-785371' class='answer   answerof-195705 ' value='785371'   \/><label for='answer-id-785371' id='answer-label-785371' class=' answer'><span>Salesforce console<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-73' style=';'><div id='questionWrap-73'  class='   watupro-question-id-195706'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>73. <\/span>KCS (knowledge centered support) what is it? Choose 2Answers<\/div><input type='hidden' name='question_id[]' id='qID_73' value='195706' \/><input type='hidden' id='answerType195706' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195706[]' id='answer-id-785372' class='answer   answerof-195706 ' value='785372'   \/><label for='answer-id-785372' id='answer-label-785372' class=' answer'><span>Standard for managing customer support and delivery<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195706[]' id='answer-id-785373' class='answer   answerof-195706 ' value='785373'   \/><label for='answer-id-785373' id='answer-label-785373' class=' answer'><span>Method for social media management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195706[]' id='answer-id-785374' class='answer   answerof-195706 ' value='785374'   \/><label for='answer-id-785374' id='answer-label-785374' class=' answer'><span>Share knowledge with the business partners<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195706[]' id='answer-id-785375' class='answer   answerof-195706 ' value='785375'   \/><label for='answer-id-785375' id='answer-label-785375' class=' answer'><span>Process for creating and maintaining knowledge<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-74' style=';'><div id='questionWrap-74'  class='   watupro-question-id-195707'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>74. <\/span>A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. <br \/>\r<br>Which three metrics can be used to help executive management understand service center costs? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_74' value='195707' \/><input type='hidden' id='answerType195707' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195707[]' id='answer-id-785376' class='answer   answerof-195707 ' value='785376'   \/><label for='answer-id-785376' id='answer-label-785376' class=' answer'><span>All open Cases by Priority<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195707[]' id='answer-id-785377' class='answer   answerof-195707 ' value='785377'   \/><label for='answer-id-785377' id='answer-label-785377' class=' answer'><span>All open cases by Channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195707[]' id='answer-id-785378' class='answer   answerof-195707 ' value='785378'   \/><label for='answer-id-785378' id='answer-label-785378' class=' answer'><span>All Cases closed Month-to-date<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195707[]' id='answer-id-785379' class='answer   answerof-195707 ' value='785379'   \/><label for='answer-id-785379' id='answer-label-785379' class=' answer'><span>Case resolution time<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195707[]' id='answer-id-785380' class='answer   answerof-195707 ' value='785380'   \/><label for='answer-id-785380' id='answer-label-785380' class=' answer'><span>All Cases by Customer<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-75' style=';'><div id='questionWrap-75'  class='   watupro-question-id-195708'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>75. <\/span>Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time. <br \/>\r<br>What functionality should the consultant recommend implementing to resolve this issue?<\/div><input type='hidden' name='question_id[]' id='qID_75' value='195708' \/><input type='hidden' id='answerType195708' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195708[]' id='answer-id-785381' class='answer   answerof-195708 ' value='785381'   \/><label for='answer-id-785381' id='answer-label-785381' class=' answer'><span>Contact Requests<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195708[]' id='answer-id-785382' class='answer   answerof-195708 ' value='785382'   \/><label for='answer-id-785382' id='answer-label-785382' class=' answer'><span>Social Customer Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195708[]' id='answer-id-785383' class='answer   answerof-195708 ' value='785383'   \/><label for='answer-id-785383' id='answer-label-785383' class=' answer'><span>Embedded Chat Window<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195708[]' id='answer-id-785384' class='answer   answerof-195708 ' value='785384'   \/><label for='answer-id-785384' id='answer-label-785384' class=' answer'><span>Open CT1<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-76' style=';'><div id='questionWrap-76'  class='   watupro-question-id-195709'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>76. <\/span>Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. <br \/>\r<br>Which solution should a consultant recommend to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_76' value='195709' \/><input type='hidden' id='answerType195709' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195709[]' id='answer-id-785385' class='answer   answerof-195709 ' value='785385'   \/><label for='answer-id-785385' id='answer-label-785385' class=' answer'><span>Create separate data category groups for each division and assign the category to a division profile.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195709[]' id='answer-id-785386' class='answer   answerof-195709 ' value='785386'   \/><label for='answer-id-785386' id='answer-label-785386' class=' answer'><span>Create a sharing rule for each division to provide access using the role hierarchy.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195709[]' id='answer-id-785387' class='answer   answerof-195709 ' value='785387'   \/><label for='answer-id-785387' id='answer-label-785387' class=' answer'><span>Create a sharing rule for each division to provide access based on criteria of the article.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195709[]' id='answer-id-785388' class='answer   answerof-195709 ' value='785388'   \/><label for='answer-id-785388' id='answer-label-785388' class=' answer'><span>Create a single data category group for each division and provide access using the role hierarchy.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-77' style=';'><div id='questionWrap-77'  class='   watupro-question-id-195710'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>77. <\/span>A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. <br \/>\r<br>What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?<\/div><input type='hidden' name='question_id[]' id='qID_77' value='195710' \/><input type='hidden' id='answerType195710' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195710[]' id='answer-id-785389' class='answer   answerof-195710 ' value='785389'   \/><label for='answer-id-785389' id='answer-label-785389' class=' answer'><span>Follow the SMEs to receive automatic updates when they add case comments<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195710[]' id='answer-id-785390' class='answer   answerof-195710 ' value='785390'   \/><label for='answer-id-785390' id='answer-label-785390' class=' answer'><span>Bookmark all the comments related to the issue from SMEs<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195710[]' id='answer-id-785391' class='answer   answerof-195710 ' value='785391'   \/><label for='answer-id-785391' id='answer-label-785391' class=' answer'><span>Use hashtag (#) to track the customer case and SMEs comments<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195710[]' id='answer-id-785392' class='answer   answerof-195710 ' value='785392'   \/><label for='answer-id-785392' id='answer-label-785392' class=' answer'><span>@mention the SMEs on the case Chatter feed and follow the case<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-78' style=';'><div id='questionWrap-78'  class='   watupro-question-id-195711'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>78. <\/span>A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members. <br \/>\r<br>What should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_78' value='195711' \/><input type='hidden' id='answerType195711' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195711[]' id='answer-id-785393' class='answer   answerof-195711 ' value='785393'   \/><label for='answer-id-785393' id='answer-label-785393' class=' answer'><span>Define data categories with custom visibility.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195711[]' id='answer-id-785394' class='answer   answerof-195711 ' value='785394'   \/><label for='answer-id-785394' id='answer-label-785394' class=' answer'><span>Define article types with public sharing settings.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195711[]' id='answer-id-785395' class='answer   answerof-195711 ' value='785395'   \/><label for='answer-id-785395' id='answer-label-785395' class=' answer'><span>Define topics for each knowledge article.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195711[]' id='answer-id-785396' class='answer   answerof-195711 ' value='785396'   \/><label for='answer-id-785396' id='answer-label-785396' class=' answer'><span>Define a custom field to identify the subject.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-79' style=';'><div id='questionWrap-79'  class='   watupro-question-id-195712'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>79. <\/span>What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?<\/div><input type='hidden' name='question_id[]' id='qID_79' value='195712' \/><input type='hidden' id='answerType195712' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195712[]' id='answer-id-785397' class='answer   answerof-195712 ' value='785397'   \/><label for='answer-id-785397' id='answer-label-785397' class=' answer'><span>Cleanse the data outside of Satesf brce and then migrate the data.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195712[]' id='answer-id-785398' class='answer   answerof-195712 ' value='785398'   \/><label for='answer-id-785398' id='answer-label-785398' class=' answer'><span>Use the Salesforce data loader to load and cleanse the data.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195712[]' id='answer-id-785399' class='answer   answerof-195712 ' value='785399'   \/><label for='answer-id-785399' id='answer-label-785399' class=' answer'><span>Use the Salesforce import wizard to load and cleanse the data.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195712[]' id='answer-id-785400' class='answer   answerof-195712 ' value='785400'   \/><label for='answer-id-785400' id='answer-label-785400' class=' answer'><span>Upload the data into Salesforce and then run data cleansing tools.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-80' style=';'><div id='questionWrap-80'  class='   watupro-question-id-195713'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>80. <\/span>When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. <br \/>\r<br>How should a Consultant configure the Lighting Service Console to support this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_80' value='195713' \/><input type='hidden' id='answerType195713' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195713[]' id='answer-id-785401' class='answer   answerof-195713 ' value='785401'   \/><label for='answer-id-785401' id='answer-label-785401' class=' answer'><span>Account tabs and Case stab<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195713[]' id='answer-id-785402' class='answer   answerof-195713 ' value='785402'   \/><label for='answer-id-785402' id='answer-label-785402' class=' answer'><span>Case tabs with Account subtabs<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195713[]' id='answer-id-785403' class='answer   answerof-195713 ' value='785403'   \/><label for='answer-id-785403' id='answer-label-785403' class=' answer'><span>Account tab with Cases related list<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195713[]' id='answer-id-785404' class='answer   answerof-195713 ' value='785404'   \/><label for='answer-id-785404' id='answer-label-785404' class=' answer'><span>Account tabs with Case Subtabs<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-81' style=';'><div id='questionWrap-81'  class='   watupro-question-id-195714'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>81. <\/span>Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. <br \/>\r<br>Which three Sandbox types can be used to accomplish this?<\/div><input type='hidden' name='question_id[]' id='qID_81' value='195714' \/><input type='hidden' id='answerType195714' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195714[]' id='answer-id-785405' class='answer   answerof-195714 ' value='785405'   \/><label for='answer-id-785405' id='answer-label-785405' class=' answer'><span>Partial Copy Sandbox<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195714[]' id='answer-id-785406' class='answer   answerof-195714 ' value='785406'   \/><label for='answer-id-785406' id='answer-label-785406' class=' answer'><span>Administrator Sandbox<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195714[]' id='answer-id-785407' class='answer   answerof-195714 ' value='785407'   \/><label for='answer-id-785407' id='answer-label-785407' class=' answer'><span>Developer Pro Sandbox<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195714[]' id='answer-id-785408' class='answer   answerof-195714 ' value='785408'   \/><label for='answer-id-785408' id='answer-label-785408' class=' answer'><span>Full Sandbox<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-82' style=';'><div id='questionWrap-82'  class='   watupro-question-id-195715'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>82. <\/span>Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. <br \/>\r<br>What customer-related metric should the customer support management analyze? Choose 2 Answers<\/div><input type='hidden' name='question_id[]' id='qID_82' value='195715' \/><input type='hidden' id='answerType195715' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195715[]' id='answer-id-785409' class='answer   answerof-195715 ' value='785409'   \/><label for='answer-id-785409' id='answer-label-785409' class=' answer'><span>Escalated cases by account month to date<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195715[]' id='answer-id-785410' class='answer   answerof-195715 ' value='785410'   \/><label for='answer-id-785410' id='answer-label-785410' class=' answer'><span>High priority cases opened by account month to date<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195715[]' id='answer-id-785411' class='answer   answerof-195715 ' value='785411'   \/><label for='answer-id-785411' id='answer-label-785411' class=' answer'><span>Time spent by account year to date<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195715[]' id='answer-id-785412' class='answer   answerof-195715 ' value='785412'   \/><label for='answer-id-785412' id='answer-label-785412' class=' answer'><span>New cases opened by the account channel<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-83' style=';'><div id='questionWrap-83'  class='   watupro-question-id-195716'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>83. <\/span>Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. <br \/>\r<br>Which three statements should be considered? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_83' value='195716' \/><input type='hidden' id='answerType195716' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195716[]' id='answer-id-785413' class='answer   answerof-195716 ' value='785413'   \/><label for='answer-id-785413' id='answer-label-785413' class=' answer'><span>Attachments and .html files in Classic Knowledge are moved to the Files object.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195716[]' id='answer-id-785414' class='answer   answerof-195716 ' value='785414'   \/><label for='answer-id-785414' id='answer-label-785414' class=' answer'><span>Visualforce pages refer to Classic article types.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195716[]' id='answer-id-785415' class='answer   answerof-195716 ' value='785415'   \/><label for='answer-id-785415' id='answer-label-785415' class=' answer'><span>Each article must be associated to a record type.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195716[]' id='answer-id-785416' class='answer   answerof-195716 ' value='785416'   \/><label for='answer-id-785416' id='answer-label-785416' class=' answer'><span>Approval process history migrate to Lightning Knowledge.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195716[]' id='answer-id-785417' class='answer   answerof-195716 ' value='785417'   \/><label for='answer-id-785417' id='answer-label-785417' class=' answer'><span>Article numbers change during migration.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-84' style=';'><div id='questionWrap-84'  class='   watupro-question-id-195717'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>84. <\/span>Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: <br \/>\r<br>&#8226; Monitor Facebook fan page for new posts and comments from customers <br \/>\r<br>&#8226; Link new posts and comments to an existing customer record <br \/>\r<br>&#8226; Respond to posts from the existing Salesforce Console for Service <br \/>\r<br>&#8226; Create and link social personas to contacts <br \/>\r<br>What should a consultant recommend to meet these requirements?<\/div><input type='hidden' name='question_id[]' id='qID_84' value='195717' \/><input type='hidden' id='answerType195717' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195717[]' id='answer-id-785418' class='answer   answerof-195717 ' value='785418'   \/><label for='answer-id-785418' id='answer-label-785418' class=' answer'><span>Create a Lightning Platform app for Facebook monitoring.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195717[]' id='answer-id-785419' class='answer   answerof-195717 ' value='785419'   \/><label for='answer-id-785419' id='answer-label-785419' class=' answer'><span>Enable Social Customer Service.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195717[]' id='answer-id-785420' class='answer   answerof-195717 ' value='785420'   \/><label for='answer-id-785420' id='answer-label-785420' class=' answer'><span>Integrate Facebook to its existing Customer Community.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195717[]' id='answer-id-785421' class='answer   answerof-195717 ' value='785421'   \/><label for='answer-id-785421' id='answer-label-785421' class=' answer'><span>Enable Salesforce social profile on contacts.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-85' style=';'><div id='questionWrap-85'  class='   watupro-question-id-195718'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>85. <\/span>Universal Containers would like to implement Omni Channel within Service Cloud for their representatives. <br \/>\r<br>What is the first step an Administrator is required to perform in order to configure Omni Channel?<\/div><input type='hidden' name='question_id[]' id='qID_85' value='195718' \/><input type='hidden' id='answerType195718' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195718[]' id='answer-id-785422' class='answer   answerof-195718 ' value='785422'   \/><label for='answer-id-785422' id='answer-label-785422' class=' answer'><span>Assign Users to Omni Channel permissions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195718[]' id='answer-id-785423' class='answer   answerof-195718 ' value='785423'   \/><label for='answer-id-785423' id='answer-label-785423' class=' answer'><span>Enable Omni Channel by clicking Settings in Setup<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195718[]' id='answer-id-785424' class='answer   answerof-195718 ' value='785424'   \/><label for='answer-id-785424' id='answer-label-785424' class=' answer'><span>Assign Users to the Omni Channel Feature License<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195718[]' id='answer-id-785425' class='answer   answerof-195718 ' value='785425'   \/><label for='answer-id-785425' id='answer-label-785425' class=' answer'><span>Contact Salesforce to have Omni Channel enabled<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-86' style=';'><div id='questionWrap-86'  class='   watupro-question-id-195719'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>86. <\/span>Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. <br \/>\r<br>Which method should the Consultant suggest?<\/div><input type='hidden' name='question_id[]' id='qID_86' value='195719' \/><input type='hidden' id='answerType195719' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195719[]' id='answer-id-785426' class='answer   answerof-195719 ' value='785426'   \/><label for='answer-id-785426' id='answer-label-785426' class=' answer'><span>Omni-Channel routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195719[]' id='answer-id-785427' class='answer   answerof-195719 ' value='785427'   \/><label for='answer-id-785427' id='answer-label-785427' class=' answer'><span>Standard Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195719[]' id='answer-id-785428' class='answer   answerof-195719 ' value='785428'   \/><label for='answer-id-785428' id='answer-label-785428' class=' answer'><span>Web-to-Case forms<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195719[]' id='answer-id-785429' class='answer   answerof-195719 ' value='785429'   \/><label for='answer-id-785429' id='answer-label-785429' class=' answer'><span>On-Demand Email-to-Case<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-87' style=';'><div id='questionWrap-87'  class='   watupro-question-id-195720'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>87. <\/span>A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. <br \/>\r<br>What should a Consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_87' value='195720' \/><input type='hidden' id='answerType195720' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195720[]' id='answer-id-785430' class='answer   answerof-195720 ' value='785430'   \/><label for='answer-id-785430' id='answer-label-785430' class=' answer'><span>Define Article Types with Public Sharing Settings.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195720[]' id='answer-id-785431' class='answer   answerof-195720 ' value='785431'   \/><label for='answer-id-785431' id='answer-label-785431' class=' answer'><span>Define Data Categories with Custom Visibility.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195720[]' id='answer-id-785432' class='answer   answerof-195720 ' value='785432'   \/><label for='answer-id-785432' id='answer-label-785432' class=' answer'><span>Define Topics for each Knowledge article.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195720[]' id='answer-id-785433' class='answer   answerof-195720 ' value='785433'   \/><label for='answer-id-785433' id='answer-label-785433' class=' answer'><span>Define a Custom Field to identify the Subject.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-88' style=';'><div id='questionWrap-88'  class='   watupro-question-id-195721'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>88. <\/span>What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_88' value='195721' \/><input type='hidden' id='answerType195721' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195721[]' id='answer-id-785434' class='answer   answerof-195721 ' value='785434'   \/><label for='answer-id-785434' id='answer-label-785434' class=' answer'><span>Evolving content-based product lifecycles<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195721[]' id='answer-id-785435' class='answer   answerof-195721 ' value='785435'   \/><label for='answer-id-785435' id='answer-label-785435' class=' answer'><span>Creating content as a result of solving issues<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195721[]' id='answer-id-785436' class='answer   answerof-195721 ' value='785436'   \/><label for='answer-id-785436' id='answer-label-785436' class=' answer'><span>Rewarding learning, collaboration, sharing and improving.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195721[]' id='answer-id-785437' class='answer   answerof-195721 ' value='785437'   \/><label for='answer-id-785437' id='answer-label-785437' class=' answer'><span>Developing a knowledge base on the experience of an individual<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-89' style=';'><div id='questionWrap-89'  class='   watupro-question-id-195722'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>89. <\/span>Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_89' value='195722' \/><input type='hidden' id='answerType195722' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195722[]' id='answer-id-785438' class='answer   answerof-195722 ' value='785438'   \/><label for='answer-id-785438' id='answer-label-785438' class=' answer'><span>A knowledge article life cycle that is implemented correctly the first time and does not need to change<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195722[]' id='answer-id-785439' class='answer   answerof-195722 ' value='785439'   \/><label for='answer-id-785439' id='answer-label-785439' class=' answer'><span>Reduced first contact resolution<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195722[]' id='answer-id-785440' class='answer   answerof-195722 ' value='785440'   \/><label for='answer-id-785440' id='answer-label-785440' class=' answer'><span>A knowledge article life cycle that evolves based on usage and demand<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195722[]' id='answer-id-785441' class='answer   answerof-195722 ' value='785441'   \/><label for='answer-id-785441' id='answer-label-785441' class=' answer'><span>Reduced issue resolution time<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-90' style=';'><div id='questionWrap-90'  class='   watupro-question-id-195723'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>90. <\/span>UniversalContainers initiates cases based on electronic transmissions from power units. <br \/>\r<br>The case management process is as follows: <br \/>\r<br>A work order is submitted to a field service team to perform a technical review. <br \/>\r<br>After the technical review is closed, an agent needs to contact the customers to review the activities. <br \/>\r<br>Cases can only be closed after the customer review has been completed. <br \/>\r<br>Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on are lated custom object. <br \/>\r<br>Which three aspects should the consultant consider to meet these requirements? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_90' value='195723' \/><input type='hidden' id='answerType195723' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195723[]' id='answer-id-785442' class='answer   answerof-195723 ' value='785442'   \/><label for='answer-id-785442' id='answer-label-785442' class=' answer'><span>Account team relationship to the primary contact<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195723[]' id='answer-id-785443' class='answer   answerof-195723 ' value='785443'   \/><label for='answer-id-785443' id='answer-label-785443' class=' answer'><span>Case closure rules on the original case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195723[]' id='answer-id-785444' class='answer   answerof-195723 ' value='785444'   \/><label for='answer-id-785444' id='answer-label-785444' class=' answer'><span>Work order and customer contact escalation requirements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195723[]' id='answer-id-785445' class='answer   answerof-195723 ' value='785445'   \/><label for='answer-id-785445' id='answer-label-785445' class=' answer'><span>Visibility and access to the work order records<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195723[]' id='answer-id-785446' class='answer   answerof-195723 ' value='785446'   \/><label for='answer-id-785446' id='answer-label-785446' class=' answer'><span>Total number of account and contact records in the database<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-91' style=';'><div id='questionWrap-91'  class='   watupro-question-id-195724'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>91. <\/span>Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. <br \/>\r<br>Which two features should a Consultant consider implementing? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_91' value='195724' \/><input type='hidden' id='answerType195724' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195724[]' id='answer-id-785447' class='answer   answerof-195724 ' value='785447'   \/><label for='answer-id-785447' id='answer-label-785447' class=' answer'><span>Use a community template to set up their customer community.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195724[]' id='answer-id-785448' class='answer   answerof-195724 ' value='785448'   \/><label for='answer-id-785448' id='answer-label-785448' class=' answer'><span>Enable web -to -case on their public website.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195724[]' id='answer-id-785449' class='answer   answerof-195724 ' value='785449'   \/><label for='answer-id-785449' id='answer-label-785449' class=' answer'><span>Enable Live Agent in their community to chat with an agent.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195724[]' id='answer-id-785450' class='answer   answerof-195724 ' value='785450'   \/><label for='answer-id-785450' id='answer-label-785450' class=' answer'><span>Add the Question action to Chatter in the community publisher.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-92' style=';'><div id='questionWrap-92'  class='   watupro-question-id-195725'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>92. <\/span>UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. <br \/>\r<br>What tool should a consultant recommend to implement this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_92' value='195725' \/><input type='hidden' id='answerType195725' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195725[]' id='answer-id-785451' class='answer   answerof-195725 ' value='785451'   \/><label for='answer-id-785451' id='answer-label-785451' class=' answer'><span>Auto launch flow<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195725[]' id='answer-id-785452' class='answer   answerof-195725 ' value='785452'   \/><label for='answer-id-785452' id='answer-label-785452' class=' answer'><span>Salesforce Console for Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195725[]' id='answer-id-785453' class='answer   answerof-195725 ' value='785453'   \/><label for='answer-id-785453' id='answer-label-785453' class=' answer'><span>Visualforce custom page<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195725[]' id='answer-id-785454' class='answer   answerof-195725 ' value='785454'   \/><label for='answer-id-785454' id='answer-label-785454' class=' answer'><span>Process Builder<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-93' style=';'><div id='questionWrap-93'  class='   watupro-question-id-195726'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>93. <\/span>Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents. <br \/>\r<br>Which two features should a consultant integrate into the Service Console? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_93' value='195726' \/><input type='hidden' id='answerType195726' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195726[]' id='answer-id-785455' class='answer   answerof-195726 ' value='785455'   \/><label for='answer-id-785455' id='answer-label-785455' class=' answer'><span>Lightning Process Builder<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195726[]' id='answer-id-785456' class='answer   answerof-195726 ' value='785456'   \/><label for='answer-id-785456' id='answer-label-785456' class=' answer'><span>Interaction Log<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195726[]' id='answer-id-785457' class='answer   answerof-195726 ' value='785457'   \/><label for='answer-id-785457' id='answer-label-785457' class=' answer'><span>Lightning Row for Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195726[]' id='answer-id-785458' class='answer   answerof-195726 ' value='785458'   \/><label for='answer-id-785458' id='answer-label-785458' class=' answer'><span>Path for Cases<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-94' style=';'><div id='questionWrap-94'  class='   watupro-question-id-195727'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>94. <\/span>A Service Rep transfers a Live Agent Chat to another Rep. <br \/>\r<br>Which two things will happened?<\/div><input type='hidden' name='question_id[]' id='qID_94' value='195727' \/><input type='hidden' id='answerType195727' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195727[]' id='answer-id-785459' class='answer   answerof-195727 ' value='785459'   \/><label for='answer-id-785459' id='answer-label-785459' class=' answer'><span>The Customer is shown the new Rep's name<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195727[]' id='answer-id-785460' class='answer   answerof-195727 ' value='785460'   \/><label for='answer-id-785460' id='answer-label-785460' class=' answer'><span>Both Service Reps can chat with the customer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195727[]' id='answer-id-785461' class='answer   answerof-195727 ' value='785461'   \/><label for='answer-id-785461' id='answer-label-785461' class=' answer'><span>The chat transcripts and case are transferred<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195727[]' id='answer-id-785462' class='answer   answerof-195727 ' value='785462'   \/><label for='answer-id-785462' id='answer-label-785462' class=' answer'><span>The Customer doesn't know they were transferred<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-95' style=';'><div id='questionWrap-95'  class='   watupro-question-id-195728'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>95. <\/span>Universal Containers wants to ensure the contracted service level requirements for its clients are being met. <br \/>\r<br>What should be configured to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_95' value='195728' \/><input type='hidden' id='answerType195728' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195728[]' id='answer-id-785463' class='answer   answerof-195728 ' value='785463'   \/><label for='answer-id-785463' id='answer-label-785463' class=' answer'><span>Entitlement processes, milestones, milestone actions, and entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195728[]' id='answer-id-785464' class='answer   answerof-195728 ' value='785464'   \/><label for='answer-id-785464' id='answer-label-785464' class=' answer'><span>Entitlement processes, contracts, contract line Items, and entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195728[]' id='answer-id-785465' class='answer   answerof-195728 ' value='785465'   \/><label for='answer-id-785465' id='answer-label-785465' class=' answer'><span>Entitlement processes, contract line items, milestones, and entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195728[]' id='answer-id-785466' class='answer   answerof-195728 ' value='785466'   \/><label for='answer-id-785466' id='answer-label-785466' class=' answer'><span>Entitlement processes, contracts, milestones, and milestone actions<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-96' style=';'><div id='questionWrap-96'  class='   watupro-question-id-195729'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>96. <\/span>A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales. <br \/>\r<br>What should be recommended for reliable, real-time support to customers with these restrictions?<\/div><input type='hidden' name='question_id[]' id='qID_96' value='195729' \/><input type='hidden' id='answerType195729' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195729[]' id='answer-id-785467' class='answer   answerof-195729 ' value='785467'   \/><label for='answer-id-785467' id='answer-label-785467' class=' answer'><span>Customer Community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195729[]' id='answer-id-785468' class='answer   answerof-195729 ' value='785468'   \/><label for='answer-id-785468' id='answer-label-785468' class=' answer'><span>Field Service Lightning<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195729[]' id='answer-id-785469' class='answer   answerof-195729 ' value='785469'   \/><label for='answer-id-785469' id='answer-label-785469' class=' answer'><span>SOS Video Chat<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195729[]' id='answer-id-785470' class='answer   answerof-195729 ' value='785470'   \/><label for='answer-id-785470' id='answer-label-785470' class=' answer'><span>Salesforce Knowledge<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-97' style=';'><div id='questionWrap-97'  class='   watupro-question-id-195730'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>97. <\/span>How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?<\/div><input type='hidden' name='question_id[]' id='qID_97' value='195730' \/><input type='hidden' id='answerType195730' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195730[]' id='answer-id-785471' class='answer   answerof-195730 ' value='785471'   \/><label for='answer-id-785471' id='answer-label-785471' class=' answer'><span>Omni-Channel Utility Component<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195730[]' id='answer-id-785472' class='answer   answerof-195730 ' value='785472'   \/><label for='answer-id-785472' id='answer-label-785472' class=' answer'><span>Cases report sorted by Rep and Case Owner<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195730[]' id='answer-id-785473' class='answer   answerof-195730 ' value='785473'   \/><label for='answer-id-785473' id='answer-label-785473' class=' answer'><span>Cases report sorted by Rep and Case Created Date<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195730[]' id='answer-id-785474' class='answer   answerof-195730 ' value='785474'   \/><label for='answer-id-785474' id='answer-label-785474' class=' answer'><span>Omni-Channel Supervisor tab<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-98' style=';'><div id='questionWrap-98'  class='   watupro-question-id-195731'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>98. <\/span>Universal Containers (UC) wants to implement Service Cloud using Agile methodology. <br \/>\r<br>How should the consultant recommend delivering a successful implementation?<\/div><input type='hidden' name='question_id[]' id='qID_98' value='195731' \/><input type='hidden' id='answerType195731' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195731[]' id='answer-id-785475' class='answer   answerof-195731 ' value='785475'   \/><label for='answer-id-785475' id='answer-label-785475' class=' answer'><span>set a cutoff date of 1.5 months before user acceptance testing for any change requests.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195731[]' id='answer-id-785476' class='answer   answerof-195731 ' value='785476'   \/><label for='answer-id-785476' id='answer-label-785476' class=' answer'><span>Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195731[]' id='answer-id-785477' class='answer   answerof-195731 ' value='785477'   \/><label for='answer-id-785477' id='answer-label-785477' class=' answer'><span>Deliver the entire project simultaneously so as to present UC with a completed solution.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195731[]' id='answer-id-785478' class='answer   answerof-195731 ' value='785478'   \/><label for='answer-id-785478' id='answer-label-785478' class=' answer'><span>Schedule a meeting with the UC executives at the start of the project to generate all the requirements.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-99' style=';'><div id='questionWrap-99'  class='   watupro-question-id-195732'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>99. <\/span>In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit. <br \/>\r<br>What should a Consultant recommend to support this exercise?<\/div><input type='hidden' name='question_id[]' id='qID_99' value='195732' \/><input type='hidden' id='answerType195732' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195732[]' id='answer-id-785479' class='answer   answerof-195732 ' value='785479'   \/><label for='answer-id-785479' id='answer-label-785479' class=' answer'><span>Allow the exercise to be done in a Production instance<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195732[]' id='answer-id-785480' class='answer   answerof-195732 ' value='785480'   \/><label for='answer-id-785480' id='answer-label-785480' class=' answer'><span>Use a Full copy sandbox for the DR exercise<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195732[]' id='answer-id-785481' class='answer   answerof-195732 ' value='785481'   \/><label for='answer-id-785481' id='answer-label-785481' class=' answer'><span>Use a Partial sandbox for the DR exercise<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-195732[]' id='answer-id-785482' class='answer   answerof-195732 ' value='785482'   \/><label for='answer-id-785482' id='answer-label-785482' class=' answer'><span>Use a Developer Pro sandbox for the DR exercise<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-100' style=';'><div id='questionWrap-100'  class='   watupro-question-id-195733'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>100. <\/span>Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. <br \/>\r<br>Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_100' value='195733' \/><input type='hidden' id='answerType195733' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195733[]' id='answer-id-785483' class='answer   answerof-195733 ' value='785483'   \/><label for='answer-id-785483' id='answer-label-785483' class=' answer'><span>Configure Assignment Rules based on Case Priority.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195733[]' id='answer-id-785484' class='answer   answerof-195733 ' value='785484'   \/><label for='answer-id-785484' id='answer-label-785484' class=' answer'><span>Add the Entitlements related list to the Account Page Layout.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195733[]' id='answer-id-785485' class='answer   answerof-195733 ' value='785485'   \/><label for='answer-id-785485' id='answer-label-785485' class=' answer'><span>Create a Report of all active Entitlements grouped by Customers.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-195733[]' id='answer-id-785486' class='answer   answerof-195733 ' value='785486'   \/><label for='answer-id-785486' id='answer-label-785486' class=' answer'><span>Configure Success, Warning, and Violation Actions for Milestones.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div style='display:none' id='question-101'>\n\t<div class='question-content'>\n\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.dumpsbase.com\/freedumps\/wp-content\/plugins\/watupro\/img\/loading.gif\" width=\"16\" height=\"16\" alt=\"Loading...\" title=\"Loading...\" 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