{"id":54985,"date":"2023-04-17T06:17:41","date_gmt":"2023-04-17T06:17:41","guid":{"rendered":"https:\/\/www.dumpsbase.com\/freedumps\/?p=54985"},"modified":"2023-04-17T06:17:46","modified_gmt":"2023-04-17T06:17:46","slug":"choose-great-service-cloud-consultant-dumps-to-prepare-for-salesforce-certified-service-cloud-consultant-exam","status":"publish","type":"post","link":"https:\/\/www.dumpsbase.com\/freedumps\/choose-great-service-cloud-consultant-dumps-to-prepare-for-salesforce-certified-service-cloud-consultant-exam.html","title":{"rendered":"Choose Great Service Cloud Consultant Dumps to Prepare for Salesforce Certified Service Cloud Consultant Exam"},"content":{"rendered":"\n<p>You can earn the Salesforce Service Cloud Consultant credential to demonstrate your expertise in designing and implementing Service Cloud solutions that meet customer needs and drive success. To earn this credential, you need to pass the Service Cloud Consultant exam, which covers topics such as industry knowledge, implementation strategies, service console, knowledge management, interaction channels, case management and more. The exam is challenging and requires thorough preparation. That&#8217;s why we offer you the latest Service Cloud Consultant dumps online to help you study effectively and confidently. You can practice with our exam dumps regularly and check your progress with our pdf file and online testing engine. By using our Service Cloud Consultant dumps, you will be able to master the key concepts and skills tested in the exam and boost your chances of passing it on your first try.<\/p>\n<h2>Read Salesforce <em><span style=\"background-color: #ffff00;\">Service Cloud Consultant Free Dumps<\/span><\/em> Online<\/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=\"submittingExam5945\" 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-5945\"><\/div>\n\n<form action=\"\" method=\"post\" class=\"quiz-form\" id=\"quiz-5945\"  enctype=\"multipart\/form-data\" >\n<div class='watu-question ' id='question-1' style=';'><div id='questionWrap-1'  class='   watupro-question-id-203278'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>1. <\/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_1' value='203278' \/><input type='hidden' id='answerType203278' 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-203278[]' id='answer-id-813652' class='answer   answerof-203278 ' value='813652'   \/><label for='answer-id-813652' id='answer-label-813652' 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-203278[]' id='answer-id-813653' class='answer   answerof-203278 ' value='813653'   \/><label for='answer-id-813653' id='answer-label-813653' 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-203278[]' id='answer-id-813654' class='answer   answerof-203278 ' value='813654'   \/><label for='answer-id-813654' id='answer-label-813654' 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-203278[]' id='answer-id-813655' class='answer   answerof-203278 ' value='813655'   \/><label for='answer-id-813655' id='answer-label-813655' 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-2' style=';'><div id='questionWrap-2'  class='   watupro-question-id-203279'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>2. <\/span>The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. <br \/>\r<br>Which two solutions should a consultant recommend? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_2' value='203279' \/><input type='hidden' id='answerType203279' 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-203279[]' id='answer-id-813656' class='answer   answerof-203279 ' value='813656'   \/><label for='answer-id-813656' id='answer-label-813656' class=' answer'><span>Customer community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203279[]' id='answer-id-813657' class='answer   answerof-203279 ' value='813657'   \/><label for='answer-id-813657' id='answer-label-813657' class=' answer'><span>Knowledge base<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203279[]' id='answer-id-813658' class='answer   answerof-203279 ' value='813658'   \/><label for='answer-id-813658' id='answer-label-813658' class=' answer'><span>Service cloud console<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203279[]' id='answer-id-813659' class='answer   answerof-203279 ' value='813659'   \/><label for='answer-id-813659' id='answer-label-813659' class=' answer'><span>Automatic call distribution<\/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-203280'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>3. <\/span>Which solution can be used to improve call deflection?<\/div><input type='hidden' name='question_id[]' id='qID_3' value='203280' \/><input type='hidden' id='answerType203280' 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-203280[]' id='answer-id-813660' class='answer   answerof-203280 ' value='813660'   \/><label for='answer-id-813660' id='answer-label-813660' class=' answer'><span>Knowledge base<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203280[]' id='answer-id-813661' class='answer   answerof-203280 ' value='813661'   \/><label for='answer-id-813661' id='answer-label-813661' class=' answer'><span>Community forum<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203280[]' id='answer-id-813662' class='answer   answerof-203280 ' value='813662'   \/><label for='answer-id-813662' id='answer-label-813662' class=' answer'><span>Assignment rules<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203280[]' id='answer-id-813663' class='answer   answerof-203280 ' value='813663'   \/><label for='answer-id-813663' id='answer-label-813663' class=' answer'><span>Web chat<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203280[]' id='answer-id-813664' class='answer   answerof-203280 ' value='813664'   \/><label for='answer-id-813664' id='answer-label-813664' class=' answer'><span>Case routing<\/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-203281'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>4. <\/span>The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . <br \/>\r<br>Which two reports should the contact center manager present to executive management? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_4' value='203281' \/><input type='hidden' id='answerType203281' 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-203281[]' id='answer-id-813665' class='answer   answerof-203281 ' value='813665'   \/><label for='answer-id-813665' id='answer-label-813665' class=' answer'><span>Number of cases closed by self-service users.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203281[]' id='answer-id-813666' class='answer   answerof-203281 ' value='813666'   \/><label for='answer-id-813666' id='answer-label-813666' class=' answer'><span>Average call handle time by team.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203281[]' id='answer-id-813667' class='answer   answerof-203281 ' value='813667'   \/><label for='answer-id-813667' id='answer-label-813667' class=' answer'><span>Number of Knowledge articles created each month.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203281[]' id='answer-id-813668' class='answer   answerof-203281 ' value='813668'   \/><label for='answer-id-813668' id='answer-label-813668' class=' answer'><span>Number of cases created using Communities by month.<\/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-203282'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>5. <\/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_5' value='203282' \/><input type='hidden' id='answerType203282' 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-203282[]' id='answer-id-813669' class='answer   answerof-203282 ' value='813669'   \/><label for='answer-id-813669' id='answer-label-813669' class=' answer'><span>Field Service Lightning<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203282[]' id='answer-id-813670' class='answer   answerof-203282 ' value='813670'   \/><label for='answer-id-813670' id='answer-label-813670' class=' answer'><span>Lightning Console<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203282[]' id='answer-id-813671' class='answer   answerof-203282 ' value='813671'   \/><label for='answer-id-813671' id='answer-label-813671' class=' answer'><span>Salesforce Mobile App<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203282[]' id='answer-id-813672' class='answer   answerof-203282 ' value='813672'   \/><label for='answer-id-813672' id='answer-label-813672' class=' answer'><span>Employee Community<\/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-203283'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>6. <\/span>Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement . <br \/>\r<br>Which feature should the Consultant consider?<\/div><input type='hidden' name='question_id[]' id='qID_6' value='203283' \/><input type='hidden' id='answerType203283' 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-203283[]' id='answer-id-813673' class='answer   answerof-203283 ' value='813673'   \/><label for='answer-id-813673' id='answer-label-813673' class=' answer'><span>Omni-Channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203283[]' id='answer-id-813674' class='answer   answerof-203283 ' value='813674'   \/><label for='answer-id-813674' id='answer-label-813674' class=' answer'><span>Entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203283[]' id='answer-id-813675' class='answer   answerof-203283 ' value='813675'   \/><label for='answer-id-813675' id='answer-label-813675' class=' answer'><span>Case Escalation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203283[]' id='answer-id-813676' class='answer   answerof-203283 ' value='813676'   \/><label for='answer-id-813676' id='answer-label-813676' class=' answer'><span>Case Milestones<\/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-203284'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>7. <\/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_7' value='203284' \/><input type='hidden' id='answerType203284' 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-203284[]' id='answer-id-813677' class='answer   answerof-203284 ' value='813677'   \/><label for='answer-id-813677' id='answer-label-813677' class=' answer'><span>Omni-Channel routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203284[]' id='answer-id-813678' class='answer   answerof-203284 ' value='813678'   \/><label for='answer-id-813678' id='answer-label-813678' class=' answer'><span>Standard Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203284[]' id='answer-id-813679' class='answer   answerof-203284 ' value='813679'   \/><label for='answer-id-813679' id='answer-label-813679' class=' answer'><span>Web-to-Case forms<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203284[]' id='answer-id-813680' class='answer   answerof-203284 ' value='813680'   \/><label for='answer-id-813680' id='answer-label-813680' 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-8' style=';'><div id='questionWrap-8'  class='   watupro-question-id-203285'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>8. <\/span>The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. <br \/>\r<br>Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?<\/div><input type='hidden' name='question_id[]' id='qID_8' value='203285' \/><input type='hidden' id='answerType203285' 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-203285[]' id='answer-id-813681' class='answer   answerof-203285 ' value='813681'   \/><label for='answer-id-813681' id='answer-label-813681' class=' answer'><span>Implement Quick Text<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203285[]' id='answer-id-813682' class='answer   answerof-203285 ' value='813682'   \/><label for='answer-id-813682' id='answer-label-813682' class=' answer'><span>Enable the Support Process for default email templates<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203285[]' id='answer-id-813683' class='answer   answerof-203285 ' value='813683'   \/><label for='answer-id-813683' id='answer-label-813683' class=' answer'><span>Implement Macros<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203285[]' id='answer-id-813684' class='answer   answerof-203285 ' value='813684'   \/><label for='answer-id-813684' id='answer-label-813684' class=' answer'><span>Implement Email-To-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203285[]' id='answer-id-813685' class='answer   answerof-203285 ' value='813685'   \/><label for='answer-id-813685' id='answer-label-813685' class=' answer'><span>Enable the support setting for default email templates<\/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-203286'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>9. <\/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_9' value='203286' \/><input type='hidden' id='answerType203286' 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-203286[]' id='answer-id-813686' class='answer   answerof-203286 ' value='813686'   \/><label for='answer-id-813686' id='answer-label-813686' class=' answer'><span>Prepare, Plan, Test, Execute, Validate<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203286[]' id='answer-id-813687' class='answer   answerof-203286 ' value='813687'   \/><label for='answer-id-813687' id='answer-label-813687' class=' answer'><span>Plan, Prepare, Test, Execute, Validate<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203286[]' id='answer-id-813688' class='answer   answerof-203286 ' value='813688'   \/><label for='answer-id-813688' id='answer-label-813688' class=' answer'><span>Prepare, Plan, Validate, Execute, Test<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203286[]' id='answer-id-813689' class='answer   answerof-203286 ' value='813689'   \/><label for='answer-id-813689' id='answer-label-813689' 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-10' style=';'><div id='questionWrap-10'  class='   watupro-question-id-203287'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>10. <\/span>Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases. <br \/>\r<br>Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?<\/div><input type='hidden' name='question_id[]' id='qID_10' value='203287' \/><input type='hidden' id='answerType203287' 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-203287[]' id='answer-id-813690' class='answer   answerof-203287 ' value='813690'   \/><label for='answer-id-813690' id='answer-label-813690' class=' answer'><span>Configure the Case highlights panel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203287[]' id='answer-id-813691' class='answer   answerof-203287 ' value='813691'   \/><label for='answer-id-813691' id='answer-label-813691' class=' answer'><span>Add a Visualforce page to the Case layout<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203287[]' id='answer-id-813692' class='answer   answerof-203287 ' value='813692'   \/><label for='answer-id-813692' id='answer-label-813692' class=' answer'><span>Create Salesforce Classic Quick Action<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203287[]' id='answer-id-813693' class='answer   answerof-203287 ' value='813693'   \/><label for='answer-id-813693' id='answer-label-813693' class=' answer'><span>Configure Case Feed page layouts<\/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-203288'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>11. <\/span>Which two configuration steps are required before quick actions can be used in Macros?<\/div><input type='hidden' name='question_id[]' id='qID_11' value='203288' \/><input type='hidden' id='answerType203288' 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-203288[]' id='answer-id-813694' class='answer   answerof-203288 ' value='813694'   \/><label for='answer-id-813694' id='answer-label-813694' 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-203288[]' id='answer-id-813695' class='answer   answerof-203288 ' value='813695'   \/><label for='answer-id-813695' id='answer-label-813695' 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-203288[]' id='answer-id-813696' class='answer   answerof-203288 ' value='813696'   \/><label for='answer-id-813696' id='answer-label-813696' 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-203288[]' id='answer-id-813697' class='answer   answerof-203288 ' value='813697'   \/><label for='answer-id-813697' id='answer-label-813697' 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-12' style=';'><div id='questionWrap-12'  class='   watupro-question-id-203289'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>12. <\/span>What are two benefits of deploying Knowledge in Customer Communities?<\/div><input type='hidden' name='question_id[]' id='qID_12' value='203289' \/><input type='hidden' id='answerType203289' 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-203289[]' id='answer-id-813698' class='answer   answerof-203289 ' value='813698'   \/><label for='answer-id-813698' id='answer-label-813698' class=' answer'><span>Reduces incoming call volume<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203289[]' id='answer-id-813699' class='answer   answerof-203289 ' value='813699'   \/><label for='answer-id-813699' id='answer-label-813699' 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-203289[]' id='answer-id-813700' class='answer   answerof-203289 ' value='813700'   \/><label for='answer-id-813700' id='answer-label-813700' class=' answer'><span>Eliminates tracking of customer entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203289[]' id='answer-id-813701' class='answer   answerof-203289 ' value='813701'   \/><label for='answer-id-813701' id='answer-label-813701' 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-13' style=';'><div id='questionWrap-13'  class='   watupro-question-id-203290'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>13. <\/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_13' value='203290' \/><input type='hidden' id='answerType203290' 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-203290[]' id='answer-id-813702' class='answer   answerof-203290 ' value='813702'   \/><label for='answer-id-813702' id='answer-label-813702' class=' answer'><span>Omni-Channel Utility Component<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203290[]' id='answer-id-813703' class='answer   answerof-203290 ' value='813703'   \/><label for='answer-id-813703' id='answer-label-813703' 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-203290[]' id='answer-id-813704' class='answer   answerof-203290 ' value='813704'   \/><label for='answer-id-813704' id='answer-label-813704' class=' answer'><span>Cases report sorted by Rep and Case CreatedDate<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203290[]' id='answer-id-813705' class='answer   answerof-203290 ' value='813705'   \/><label for='answer-id-813705' id='answer-label-813705' class=' answer'><span>Omni-Channel Supervisor tab<\/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-203291'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>14. <\/span>Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history. <br \/>\r<br>Which type of Community license should be used to meet these requirements?<\/div><input type='hidden' name='question_id[]' id='qID_14' value='203291' \/><input type='hidden' id='answerType203291' 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-203291[]' id='answer-id-813706' class='answer   answerof-203291 ' value='813706'   \/><label for='answer-id-813706' id='answer-label-813706' class=' answer'><span>Customer Community Plus<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203291[]' id='answer-id-813707' class='answer   answerof-203291 ' value='813707'   \/><label for='answer-id-813707' id='answer-label-813707' class=' answer'><span>Customer Community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203291[]' id='answer-id-813708' class='answer   answerof-203291 ' value='813708'   \/><label for='answer-id-813708' id='answer-label-813708' class=' answer'><span>High Volume Customer Portal<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203291[]' id='answer-id-813709' class='answer   answerof-203291 ' value='813709'   \/><label for='answer-id-813709' id='answer-label-813709' class=' answer'><span>Lightning External Apps Starter<\/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-203292'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>15. <\/span>Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)<\/div><input type='hidden' name='question_id[]' id='qID_15' value='203292' \/><input type='hidden' id='answerType203292' 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-203292[]' id='answer-id-813710' class='answer   answerof-203292 ' value='813710'   \/><label for='answer-id-813710' id='answer-label-813710' class=' answer'><span>Allows Chatter Messenger to be used between agents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203292[]' id='answer-id-813711' class='answer   answerof-203292 ' value='813711'   \/><label for='answer-id-813711' id='answer-label-813711' class=' answer'><span>Displays records and their related items as tabs on one screen<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203292[]' id='answer-id-813712' class='answer   answerof-203292 ' value='813712'   \/><label for='answer-id-813712' id='answer-label-813712' class=' answer'><span>Is available for users in the partner portal<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203292[]' id='answer-id-813713' class='answer   answerof-203292 ' value='813713'   \/><label for='answer-id-813713' id='answer-label-813713' class=' answer'><span>Indicates when records and lists are changed by others<\/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-203293'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>16. <\/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_16' value='203293' \/><input type='hidden' id='answerType203293' 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-203293[]' id='answer-id-813714' class='answer   answerof-203293 ' value='813714'   \/><label for='answer-id-813714' id='answer-label-813714' 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-203293[]' id='answer-id-813715' class='answer   answerof-203293 ' value='813715'   \/><label for='answer-id-813715' id='answer-label-813715' 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-203293[]' id='answer-id-813716' class='answer   answerof-203293 ' value='813716'   \/><label for='answer-id-813716' id='answer-label-813716' 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-203293[]' id='answer-id-813717' class='answer   answerof-203293 ' value='813717'   \/><label for='answer-id-813717' id='answer-label-813717' 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-17' style=';'><div id='questionWrap-17'  class='   watupro-question-id-203294'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>17. <\/span>Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information. <br \/>\r<br>How should the console be configured to satisfy this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_17' value='203294' \/><input type='hidden' id='answerType203294' 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-203294[]' id='answer-id-813718' class='answer   answerof-203294 ' value='813718'   \/><label for='answer-id-813718' id='answer-label-813718' class=' answer'><span>Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203294[]' id='answer-id-813719' class='answer   answerof-203294 ' value='813719'   \/><label for='answer-id-813719' id='answer-label-813719' class=' answer'><span>Train users to scroll through the case page layout to look for product related information or customer- related information based on case type<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203294[]' id='answer-id-813720' class='answer   answerof-203294 ' value='813720'   \/><label for='answer-id-813720' id='answer-label-813720' class=' answer'><span>Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203294[]' id='answer-id-813721' class='answer   answerof-203294 ' value='813721'   \/><label for='answer-id-813721' id='answer-label-813721' class=' answer'><span>Configure two consoles for agents: one for product related cases and for other cases. \r\nAllow agents to choose the console based on case type.<\/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-203295'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>18. <\/span>Milestones can be added to which three object types? Choose 3 Answers<\/div><input type='hidden' name='question_id[]' id='qID_18' value='203295' \/><input type='hidden' id='answerType203295' 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-203295[]' id='answer-id-813722' class='answer   answerof-203295 ' value='813722'   \/><label for='answer-id-813722' id='answer-label-813722' class=' answer'><span>Work order<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203295[]' id='answer-id-813723' class='answer   answerof-203295 ' value='813723'   \/><label for='answer-id-813723' id='answer-label-813723' class=' answer'><span>Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203295[]' id='answer-id-813724' class='answer   answerof-203295 ' value='813724'   \/><label for='answer-id-813724' id='answer-label-813724' class=' answer'><span>Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203295[]' id='answer-id-813725' class='answer   answerof-203295 ' value='813725'   \/><label for='answer-id-813725' id='answer-label-813725' class=' answer'><span>Entitlement<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203295[]' id='answer-id-813726' class='answer   answerof-203295 ' value='813726'   \/><label for='answer-id-813726' id='answer-label-813726' class=' answer'><span>Account<\/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-203296'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>19. <\/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_19' value='203296' \/><input type='hidden' id='answerType203296' 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-203296[]' id='answer-id-813727' class='answer   answerof-203296 ' value='813727'   \/><label for='answer-id-813727' id='answer-label-813727' 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-203296[]' id='answer-id-813728' class='answer   answerof-203296 ' value='813728'   \/><label for='answer-id-813728' id='answer-label-813728' 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-203296[]' id='answer-id-813729' class='answer   answerof-203296 ' value='813729'   \/><label for='answer-id-813729' id='answer-label-813729' 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-203296[]' id='answer-id-813730' class='answer   answerof-203296 ' value='813730'   \/><label for='answer-id-813730' id='answer-label-813730' 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-20' style=';'><div id='questionWrap-20'  class='   watupro-question-id-203297'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>20. <\/span>A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. <br \/>\r<br>Which three measures satisfy this requirement? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_20' value='203297' \/><input type='hidden' id='answerType203297' 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-203297[]' id='answer-id-813731' class='answer   answerof-203297 ' value='813731'   \/><label for='answer-id-813731' id='answer-label-813731' class=' answer'><span>customer satisfaction Survey<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203297[]' id='answer-id-813732' class='answer   answerof-203297 ' value='813732'   \/><label for='answer-id-813732' id='answer-label-813732' class=' answer'><span>Customer Purchase History<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203297[]' id='answer-id-813733' class='answer   answerof-203297 ' value='813733'   \/><label for='answer-id-813733' id='answer-label-813733' class=' answer'><span>Customer Support Requests<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203297[]' id='answer-id-813734' class='answer   answerof-203297 ' value='813734'   \/><label for='answer-id-813734' id='answer-label-813734' class=' answer'><span>Net promoter Score<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203297[]' id='answer-id-813735' class='answer   answerof-203297 ' value='813735'   \/><label for='answer-id-813735' id='answer-label-813735' class=' answer'><span>Service Level Agreement<\/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-203298'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>21. <\/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_21' value='203298' \/><input type='hidden' id='answerType203298' 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-203298[]' id='answer-id-813736' class='answer   answerof-203298 ' value='813736'   \/><label for='answer-id-813736' id='answer-label-813736' class=' answer'><span>Service Console Knowledge Components<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203298[]' id='answer-id-813737' class='answer   answerof-203298 ' value='813737'   \/><label for='answer-id-813737' id='answer-label-813737' class=' answer'><span>Service Console Profile Assignments<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203298[]' id='answer-id-813738' class='answer   answerof-203298 ' value='813738'   \/><label for='answer-id-813738' id='answer-label-813738' class=' answer'><span>Data Categories and Article Actions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203298[]' id='answer-id-813739' class='answer   answerof-203298 ' value='813739'   \/><label for='answer-id-813739' id='answer-label-813739' 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-22' style=';'><div id='questionWrap-22'  class='   watupro-question-id-203299'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>22. <\/span>Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. <br \/>\r<br>Which two benefits can be expected from KCS adoption? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_22' value='203299' \/><input type='hidden' id='answerType203299' 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-203299[]' id='answer-id-813740' class='answer   answerof-203299 ' value='813740'   \/><label for='answer-id-813740' id='answer-label-813740' 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-203299[]' id='answer-id-813741' class='answer   answerof-203299 ' value='813741'   \/><label for='answer-id-813741' id='answer-label-813741' class=' answer'><span>Reduced first contact resolution<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203299[]' id='answer-id-813742' class='answer   answerof-203299 ' value='813742'   \/><label for='answer-id-813742' id='answer-label-813742' 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-203299[]' id='answer-id-813743' class='answer   answerof-203299 ' value='813743'   \/><label for='answer-id-813743' id='answer-label-813743' class=' answer'><span>Reduced issue resolution time<\/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-203300'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>23. <\/span>Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume. <br \/>\r<br>Which recommendation should the Consultant make in anticipation of higher call volume?<\/div><input type='hidden' name='question_id[]' id='qID_23' value='203300' \/><input type='hidden' id='answerType203300' 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-203300[]' id='answer-id-813744' class='answer   answerof-203300 ' value='813744'   \/><label for='answer-id-813744' id='answer-label-813744' class=' answer'><span>Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203300[]' id='answer-id-813745' class='answer   answerof-203300 ' value='813745'   \/><label for='answer-id-813745' id='answer-label-813745' class=' answer'><span>Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203300[]' id='answer-id-813746' class='answer   answerof-203300 ' value='813746'   \/><label for='answer-id-813746' id='answer-label-813746' class=' answer'><span>Set up IVR with an automated response for customers affected by the recall to defect calls.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203300[]' id='answer-id-813747' class='answer   answerof-203300 ' value='813747'   \/><label for='answer-id-813747' id='answer-label-813747' class=' answer'><span>Set up a customer survey for customers calling in to identify the severity and impact of the recall.<\/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-203301'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>24. <\/span>Universal Containers wants to implement Knowledge to assist agents with the resolution of cases . <br \/>\r<br>Which three recommendations should a consultant make to meet this requirement? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_24' value='203301' \/><input type='hidden' id='answerType203301' 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-203301[]' id='answer-id-813748' class='answer   answerof-203301 ' value='813748'   \/><label for='answer-id-813748' id='answer-label-813748' class=' answer'><span>Enable article customization for open cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203301[]' id='answer-id-813749' class='answer   answerof-203301 ' value='813749'   \/><label for='answer-id-813749' id='answer-label-813749' class=' answer'><span>Enable agents to create their own personal articles.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203301[]' id='answer-id-813750' class='answer   answerof-203301 ' value='813750'   \/><label for='answer-id-813750' id='answer-label-813750' class=' answer'><span>Enable suggested articles on new cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203301[]' id='answer-id-813751' class='answer   answerof-203301 ' value='813751'   \/><label for='answer-id-813751' id='answer-label-813751' class=' answer'><span>Enable article submission during case close.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203301[]' id='answer-id-813752' class='answer   answerof-203301 ' value='813752'   \/><label for='answer-id-813752' id='answer-label-813752' class=' answer'><span>Create an email template to send articles as PDF attachments.<\/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-203302'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>25. <\/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_25' value='203302' \/><input type='hidden' id='answerType203302' 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-203302[]' id='answer-id-813753' class='answer   answerof-203302 ' value='813753'   \/><label for='answer-id-813753' id='answer-label-813753' class=' answer'><span>Customer Community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203302[]' id='answer-id-813754' class='answer   answerof-203302 ' value='813754'   \/><label for='answer-id-813754' id='answer-label-813754' class=' answer'><span>Field Service Lightning<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203302[]' id='answer-id-813755' class='answer   answerof-203302 ' value='813755'   \/><label for='answer-id-813755' id='answer-label-813755' class=' answer'><span>SOS Video Chat<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203302[]' id='answer-id-813756' class='answer   answerof-203302 ' value='813756'   \/><label for='answer-id-813756' id='answer-label-813756' class=' answer'><span>Salesforce Knowledge<\/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-203303'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>26. <\/span>Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record . <br \/>\r<br>What should a consultant recommend as part of the solution?<\/div><input type='hidden' name='question_id[]' id='qID_26' value='203303' \/><input type='hidden' id='answerType203303' 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-203303[]' id='answer-id-813757' class='answer   answerof-203303 ' value='813757'   \/><label for='answer-id-813757' id='answer-label-813757' class=' answer'><span>An outbound message to a middleware platform to provide map details<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203303[]' id='answer-id-813758' class='answer   answerof-203303 ' value='813758'   \/><label for='answer-id-813758' id='answer-label-813758' class=' answer'><span>A mashup integration on the Account page to a third-party mapping service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203303[]' id='answer-id-813759' class='answer   answerof-203303 ' value='813759'   \/><label for='answer-id-813759' id='answer-label-813759' class=' answer'><span>A Web Service call-out that retrieves map details from the backend system<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203303[]' id='answer-id-813760' class='answer   answerof-203303 ' value='813760'   \/><label for='answer-id-813760' id='answer-label-813760' class=' answer'><span>A custom tab of type URL that displays a map image of customer location<\/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-203304'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>27. <\/span>A manager would like information on the knowledge base searches conducted by customers and call center agents . <br \/>\r<br>Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_27' value='203304' \/><input type='hidden' id='answerType203304' 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-203304[]' id='answer-id-813761' class='answer   answerof-203304 ' value='813761'   \/><label for='answer-id-813761' id='answer-label-813761' class=' answer'><span>Knowledge search query with no results.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203304[]' id='answer-id-813762' class='answer   answerof-203304 ' value='813762'   \/><label for='answer-id-813762' id='answer-label-813762' class=' answer'><span>Knowledge articles with the lowest rating.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203304[]' id='answer-id-813763' class='answer   answerof-203304 ' value='813763'   \/><label for='answer-id-813763' id='answer-label-813763' class=' answer'><span>Number of knowledge articles in each data category.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203304[]' id='answer-id-813764' class='answer   answerof-203304 ' value='813764'   \/><label for='answer-id-813764' id='answer-label-813764' class=' answer'><span>Knowledge articles created by call center agents.<\/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-203305'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>28. <\/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_28' value='203305' \/><input type='hidden' id='answerType203305' 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-203305[]' id='answer-id-813765' class='answer   answerof-203305 ' value='813765'   \/><label for='answer-id-813765' id='answer-label-813765' 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-203305[]' id='answer-id-813766' class='answer   answerof-203305 ' value='813766'   \/><label for='answer-id-813766' id='answer-label-813766' 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-203305[]' id='answer-id-813767' class='answer   answerof-203305 ' value='813767'   \/><label for='answer-id-813767' id='answer-label-813767' 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-203305[]' id='answer-id-813768' class='answer   answerof-203305 ' value='813768'   \/><label for='answer-id-813768' id='answer-label-813768' 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-29' style=';'><div id='questionWrap-29'  class='   watupro-question-id-203306'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>29. <\/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? Choose 3 answers.<\/div><input type='hidden' name='question_id[]' id='qID_29' value='203306' \/><input type='hidden' id='answerType203306' 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-203306[]' id='answer-id-813769' class='answer   answerof-203306 ' value='813769'   \/><label for='answer-id-813769' id='answer-label-813769' 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-203306[]' id='answer-id-813770' class='answer   answerof-203306 ' value='813770'   \/><label for='answer-id-813770' id='answer-label-813770' 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-203306[]' id='answer-id-813771' class='answer   answerof-203306 ' value='813771'   \/><label for='answer-id-813771' id='answer-label-813771' class=' answer'><span>Define approval processes for each article type<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203306[]' id='answer-id-813772' class='answer   answerof-203306 ' value='813772'   \/><label for='answer-id-813772' id='answer-label-813772' class=' answer'><span>Define approval processes for each product<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203306[]' id='answer-id-813773' class='answer   answerof-203306 ' value='813773'   \/><label for='answer-id-813773' id='answer-label-813773' 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-30' style=';'><div id='questionWrap-30'  class='   watupro-question-id-203307'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>30. <\/span>Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated. <br \/>\r<br>How can a consultant migrate the file attachments?<\/div><input type='hidden' name='question_id[]' id='qID_30' value='203307' \/><input type='hidden' id='answerType203307' 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-203307[]' id='answer-id-813774' class='answer   answerof-203307 ' value='813774'   \/><label for='answer-id-813774' id='answer-label-813774' class=' answer'><span>Use the files related list on each article to add files to your articles.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203307[]' id='answer-id-813775' class='answer   answerof-203307 ' value='813775'   \/><label for='answer-id-813775' id='answer-label-813775' class=' answer'><span>Post the files to the chatter feed on each article.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203307[]' id='answer-id-813776' class='answer   answerof-203307 ' value='813776'   \/><label for='answer-id-813776' id='answer-label-813776' class=' answer'><span>Upload the files as documents, then relate them to the migrated articles.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203307[]' id='answer-id-813777' class='answer   answerof-203307 ' value='813777'   \/><label for='answer-id-813777' id='answer-label-813777' class=' answer'><span>Use the lightning knowledge migration tool and choose \u201cinclude files\u201d.<\/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-203308'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>31. <\/span>Universal Containers would like for article to be different channel for social interactions. <br \/>\r<br>What solution should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_31' value='203308' \/><input type='hidden' id='answerType203308' 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-203308[]' id='answer-id-813778' class='answer   answerof-203308 ' value='813778'   \/><label for='answer-id-813778' id='answer-label-813778' class=' answer'><span>Set up communication channel layouts in the object manager to use Insert Article into Social post.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203308[]' id='answer-id-813779' class='answer   answerof-203308 ' value='813779'   \/><label for='answer-id-813779' id='answer-label-813779' class=' answer'><span>Set up insert Article into Social post and enable the customer community portal.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203308[]' id='answer-id-813780' class='answer   answerof-203308 ' value='813780'   \/><label for='answer-id-813780' id='answer-label-813780' class=' answer'><span>Create a Chatter group and invite the customer to join with an external chatter user.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203308[]' id='answer-id-813781' class='answer   answerof-203308 ' value='813781'   \/><label for='answer-id-813781' id='answer-label-813781' class=' answer'><span>Create a Visualforce page on the customer community portal.<\/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-203309'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>32. <\/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_32' value='203309' \/><input type='hidden' id='answerType203309' 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-203309[]' id='answer-id-813782' class='answer   answerof-203309 ' value='813782'   \/><label for='answer-id-813782' id='answer-label-813782' class=' answer'><span>Use a Change Set<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203309[]' id='answer-id-813783' class='answer   answerof-203309 ' value='813783'   \/><label for='answer-id-813783' id='answer-label-813783' class=' answer'><span>Manually re-create the Permission Sets<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203309[]' id='answer-id-813784' class='answer   answerof-203309 ' value='813784'   \/><label for='answer-id-813784' id='answer-label-813784' class=' answer'><span>Create an Unmanaged Package<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203309[]' id='answer-id-813785' class='answer   answerof-203309 ' value='813785'   \/><label for='answer-id-813785' id='answer-label-813785' class=' answer'><span>Publish a Managed Package<\/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-203310'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>33. <\/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_33' value='203310' \/><input type='hidden' id='answerType203310' 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-203310[]' id='answer-id-813786' class='answer   answerof-203310 ' value='813786'   \/><label for='answer-id-813786' id='answer-label-813786' class=' answer'><span>Customer view of case tab<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203310[]' id='answer-id-813787' class='answer   answerof-203310 ' value='813787'   \/><label for='answer-id-813787' id='answer-label-813787' class=' answer'><span>Custom Visual force page<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203310[]' id='answer-id-813788' class='answer   answerof-203310 ' value='813788'   \/><label for='answer-id-813788' id='answer-label-813788' class=' answer'><span>Custom report<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203310[]' id='answer-id-813789' class='answer   answerof-203310 ' value='813789'   \/><label for='answer-id-813789' id='answer-label-813789' class=' answer'><span>Custom related list<\/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-203311'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>34. <\/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_34' value='203311' \/><input type='hidden' id='answerType203311' 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-203311[]' id='answer-id-813790' class='answer   answerof-203311 ' value='813790'   \/><label for='answer-id-813790' id='answer-label-813790' 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-203311[]' id='answer-id-813791' class='answer   answerof-203311 ' value='813791'   \/><label for='answer-id-813791' id='answer-label-813791' 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-203311[]' id='answer-id-813792' class='answer   answerof-203311 ' value='813792'   \/><label for='answer-id-813792' id='answer-label-813792' 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-203311[]' id='answer-id-813793' class='answer   answerof-203311 ' value='813793'   \/><label for='answer-id-813793' id='answer-label-813793' 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-35' style=';'><div id='questionWrap-35'  class='   watupro-question-id-203312'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>35. <\/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_35' value='203312' \/><input type='hidden' id='answerType203312' 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-203312[]' id='answer-id-813794' class='answer   answerof-203312 ' value='813794'   \/><label for='answer-id-813794' id='answer-label-813794' 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-203312[]' id='answer-id-813795' class='answer   answerof-203312 ' value='813795'   \/><label for='answer-id-813795' id='answer-label-813795' 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-203312[]' id='answer-id-813796' class='answer   answerof-203312 ' value='813796'   \/><label for='answer-id-813796' id='answer-label-813796' 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-203312[]' id='answer-id-813797' class='answer   answerof-203312 ' value='813797'   \/><label for='answer-id-813797' id='answer-label-813797' 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-36' style=';'><div id='questionWrap-36'  class='   watupro-question-id-203313'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>36. <\/span>Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support . <br \/>\r<br>Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_36' value='203313' \/><input type='hidden' id='answerType203313' 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-203313[]' id='answer-id-813798' class='answer   answerof-203313 ' value='813798'   \/><label for='answer-id-813798' id='answer-label-813798' class=' answer'><span>Create reports to analyze call data in order to understand peak times and ensure adequate staffing.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203313[]' id='answer-id-813799' class='answer   answerof-203313 ' value='813799'   \/><label for='answer-id-813799' id='answer-label-813799' class=' answer'><span>Create a case escalation rules to route high-priority cases directly to supervisors for resolution.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203313[]' id='answer-id-813800' class='answer   answerof-203313 ' value='813800'   \/><label for='answer-id-813800' id='answer-label-813800' class=' answer'><span>Set up analytical snapshots to capture key case information and create historical trending reports.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203313[]' id='answer-id-813801' class='answer   answerof-203313 ' value='813801'   \/><label for='answer-id-813801' id='answer-label-813801' class=' answer'><span>Set up a Salesforce Customer Community that will allow customers to create cases online.<\/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-203314'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>37. <\/span>Universal Containers' contact center would like to measure and communicate case escalation rates to management . <br \/>\r<br>Which solution should a consultant recommend to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_37' value='203314' \/><input type='hidden' id='answerType203314' 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-203314[]' id='answer-id-813802' class='answer   answerof-203314 ' value='813802'   \/><label for='answer-id-813802' id='answer-label-813802' class=' answer'><span>Create a bucket field on a report to calculate the percentage of escalated cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203314[]' id='answer-id-813803' class='answer   answerof-203314 ' value='813803'   \/><label for='answer-id-813803' id='answer-label-813803' class=' answer'><span>Create a case report with a custom summary formula to calculate the percentage of escalated cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203314[]' id='answer-id-813804' class='answer   answerof-203314 ' value='813804'   \/><label for='answer-id-813804' id='answer-label-813804' class=' answer'><span>Create a formula field on the case record to calculate percentage of escalated cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203314[]' id='answer-id-813805' class='answer   answerof-203314 ' value='813805'   \/><label for='answer-id-813805' id='answer-label-813805' class=' answer'><span>Create a daily snapshot report of all cases and calculate percentage of escalated cases<\/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-203315'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>38. <\/span>Universal Containers wants to measure the efficiency of its contact center . <br \/>\r<br>Which three metrics should the contact center manager analyze? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_38' value='203315' \/><input type='hidden' id='answerType203315' 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-203315[]' id='answer-id-813806' class='answer   answerof-203315 ' value='813806'   \/><label for='answer-id-813806' id='answer-label-813806' class=' answer'><span>Number of open cases per day<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203315[]' id='answer-id-813807' class='answer   answerof-203315 ' value='813807'   \/><label for='answer-id-813807' id='answer-label-813807' class=' answer'><span>Number of new customers added<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203315[]' id='answer-id-813808' class='answer   answerof-203315 ' value='813808'   \/><label for='answer-id-813808' id='answer-label-813808' class=' answer'><span>Number of closed cases on first call<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203315[]' id='answer-id-813809' class='answer   answerof-203315 ' value='813809'   \/><label for='answer-id-813809' id='answer-label-813809' class=' answer'><span>Average number of days to close cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203315[]' id='answer-id-813810' class='answer   answerof-203315 ' value='813810'   \/><label for='answer-id-813810' id='answer-label-813810' class=' answer'><span>Number of cases escalated<\/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-203316'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>39. <\/span>A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge. <br \/>\r<br>What should a consultant recommend to accomplish this requirement? (Choose 2)<\/div><input type='hidden' name='question_id[]' id='qID_39' value='203316' \/><input type='hidden' id='answerType203316' 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-203316[]' id='answer-id-813811' class='answer   answerof-203316 ' value='813811'   \/><label for='answer-id-813811' id='answer-label-813811' class=' answer'><span>Hide the Article Management tab for users who should have read-only access to articles.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203316[]' id='answer-id-813812' class='answer   answerof-203316 ' value='813812'   \/><label for='answer-id-813812' id='answer-label-813812' class=' answer'><span>Set the organization-wide default to private and create sharing rules for the FAQ article type<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203316[]' id='answer-id-813813' class='answer   answerof-203316 ' value='813813'   \/><label for='answer-id-813813' id='answer-label-813813' class=' answer'><span>Enable the Manage Articles permission for the publisher profile and assign it to users<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203316[]' id='answer-id-813814' class='answer   answerof-203316 ' value='813814'   \/><label for='answer-id-813814' id='answer-label-813814' class=' answer'><span>Create a publisher profile that includes create access on the FAQ article type.<\/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-203317'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>40. <\/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_40' value='203317' \/><input type='hidden' id='answerType203317' 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-203317[]' id='answer-id-813815' class='answer   answerof-203317 ' value='813815'   \/><label for='answer-id-813815' id='answer-label-813815' 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-203317[]' id='answer-id-813816' class='answer   answerof-203317 ' value='813816'   \/><label for='answer-id-813816' id='answer-label-813816' 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-203317[]' id='answer-id-813817' class='answer   answerof-203317 ' value='813817'   \/><label for='answer-id-813817' id='answer-label-813817' 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-203317[]' id='answer-id-813818' class='answer   answerof-203317 ' value='813818'   \/><label for='answer-id-813818' id='answer-label-813818' 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-41' style=';'><div id='questionWrap-41'  class='   watupro-question-id-203318'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>41. <\/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_41' value='203318' \/><input type='hidden' id='answerType203318' 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-203318[]' id='answer-id-813819' class='answer   answerof-203318 ' value='813819'   \/><label for='answer-id-813819' id='answer-label-813819' 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-203318[]' id='answer-id-813820' class='answer   answerof-203318 ' value='813820'   \/><label for='answer-id-813820' id='answer-label-813820' 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-203318[]' id='answer-id-813821' class='answer   answerof-203318 ' value='813821'   \/><label for='answer-id-813821' id='answer-label-813821' 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-203318[]' id='answer-id-813822' class='answer   answerof-203318 ' value='813822'   \/><label for='answer-id-813822' id='answer-label-813822' 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-42' style=';'><div id='questionWrap-42'  class='   watupro-question-id-203319'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>42. <\/span>Which three processes are uses case for Visual Workflow? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_42' value='203319' \/><input type='hidden' id='answerType203319' 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-203319[]' id='answer-id-813823' class='answer   answerof-203319 ' value='813823'   \/><label for='answer-id-813823' id='answer-label-813823' class=' answer'><span>Cross-sell promotions for agents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203319[]' id='answer-id-813824' class='answer   answerof-203319 ' value='813824'   \/><label for='answer-id-813824' id='answer-label-813824' class=' answer'><span>Decision-based troubleshooting for agents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203319[]' id='answer-id-813825' class='answer   answerof-203319 ' value='813825'   \/><label for='answer-id-813825' id='answer-label-813825' class=' answer'><span>Assignment of email to a case queue based on subject<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203319[]' id='answer-id-813826' class='answer   answerof-203319 ' value='813826'   \/><label for='answer-id-813826' id='answer-label-813826' class=' answer'><span>Caller verification and creation of a new case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203319[]' id='answer-id-813827' class='answer   answerof-203319 ' value='813827'   \/><label for='answer-id-813827' id='answer-label-813827' class=' answer'><span>Field validation during case creation<\/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-203320'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>43. <\/span>Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_43' value='203320' \/><input type='hidden' id='answerType203320' 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-203320[]' id='answer-id-813828' class='answer   answerof-203320 ' value='813828'   \/><label for='answer-id-813828' id='answer-label-813828' 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-203320[]' id='answer-id-813829' class='answer   answerof-203320 ' value='813829'   \/><label for='answer-id-813829' id='answer-label-813829' 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-203320[]' id='answer-id-813830' class='answer   answerof-203320 ' value='813830'   \/><label for='answer-id-813830' id='answer-label-813830' 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-203320[]' id='answer-id-813831' class='answer   answerof-203320 ' value='813831'   \/><label for='answer-id-813831' id='answer-label-813831' 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-44' style=';'><div id='questionWrap-44'  class='   watupro-question-id-203321'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>44. <\/span>The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that &quot;We will empower our customers to interact with us in the way of their choosing.&quot; Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement . <br \/>\r<br>Which three should the consultant recommend to achieve the mission statement? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_44' value='203321' \/><input type='hidden' id='answerType203321' 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-203321[]' id='answer-id-813832' class='answer   answerof-203321 ' value='813832'   \/><label for='answer-id-813832' id='answer-label-813832' class=' answer'><span>Replace the existing &quot;Chat Now&quot; button on the Customer Community with a toll- free phone number.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203321[]' id='answer-id-813833' class='answer   answerof-203321 ' value='813833'   \/><label for='answer-id-813833' id='answer-label-813833' class=' answer'><span>Create a central &quot;Contact Us&quot; page which provides access to all available channels.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203321[]' id='answer-id-813834' class='answer   answerof-203321 ' value='813834'   \/><label for='answer-id-813834' id='answer-label-813834' class=' answer'><span>Enforce that customers must search the knowledgebase before they can see the Contact Us page.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203321[]' id='answer-id-813835' class='answer   answerof-203321 ' value='813835'   \/><label for='answer-id-813835' id='answer-label-813835' class=' answer'><span>Optimize the customer community for mobile devices to have access to the same support as desktops.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203321[]' id='answer-id-813836' class='answer   answerof-203321 ' value='813836'   \/><label for='answer-id-813836' id='answer-label-813836' class=' answer'><span>Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.<\/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-203322'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>45. <\/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_45' value='203322' \/><input type='hidden' id='answerType203322' 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-203322[]' id='answer-id-813837' class='answer   answerof-203322 ' value='813837'   \/><label for='answer-id-813837' id='answer-label-813837' 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-203322[]' id='answer-id-813838' class='answer   answerof-203322 ' value='813838'   \/><label for='answer-id-813838' id='answer-label-813838' class=' answer'><span>Strategies to maximize call deflection<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203322[]' id='answer-id-813839' class='answer   answerof-203322 ' value='813839'   \/><label for='answer-id-813839' id='answer-label-813839' class=' answer'><span>Performance for high volume of interactions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203322[]' id='answer-id-813840' class='answer   answerof-203322 ' value='813840'   \/><label for='answer-id-813840' id='answer-label-813840' 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-46' style=';'><div id='questionWrap-46'  class='   watupro-question-id-203323'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>46. <\/span>Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores <br \/>\r<br>Which two customer-related metrics should the customer support management analyze? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_46' value='203323' \/><input type='hidden' id='answerType203323' 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-203323[]' id='answer-id-813841' class='answer   answerof-203323 ' value='813841'   \/><label for='answer-id-813841' id='answer-label-813841' 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-203323[]' id='answer-id-813842' class='answer   answerof-203323 ' value='813842'   \/><label for='answer-id-813842' id='answer-label-813842' 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-203323[]' id='answer-id-813843' class='answer   answerof-203323 ' value='813843'   \/><label for='answer-id-813843' id='answer-label-813843' 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-203323[]' id='answer-id-813844' class='answer   answerof-203323 ' value='813844'   \/><label for='answer-id-813844' id='answer-label-813844' class=' answer'><span>New cases opened by account channel<\/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-203324'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>47. <\/span>Universal Containers wants to let its 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_47' value='203324' \/><input type='hidden' id='answerType203324' 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-203324[]' id='answer-id-813845' class='answer   answerof-203324 ' value='813845'   \/><label for='answer-id-813845' id='answer-label-813845' class=' answer'><span>Web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203324[]' id='answer-id-813846' class='answer   answerof-203324 ' value='813846'   \/><label for='answer-id-813846' id='answer-label-813846' class=' answer'><span>Embedded Chat Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203324[]' id='answer-id-813847' class='answer   answerof-203324 ' value='813847'   \/><label for='answer-id-813847' id='answer-label-813847' class=' answer'><span>Customer Community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203324[]' id='answer-id-813848' class='answer   answerof-203324 ' value='813848'   \/><label for='answer-id-813848' id='answer-label-813848' class=' answer'><span>Case Assignment Rules<\/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-203325'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>48. <\/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_48' value='203325' \/><input type='hidden' id='answerType203325' 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-203325[]' id='answer-id-813849' class='answer   answerof-203325 ' value='813849'   \/><label for='answer-id-813849' id='answer-label-813849' 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-203325[]' id='answer-id-813850' class='answer   answerof-203325 ' value='813850'   \/><label for='answer-id-813850' id='answer-label-813850' 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-203325[]' id='answer-id-813851' class='answer   answerof-203325 ' value='813851'   \/><label for='answer-id-813851' id='answer-label-813851' class=' answer'><span>Create a custom Visualforce page.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203325[]' id='answer-id-813852' class='answer   answerof-203325 ' value='813852'   \/><label for='answer-id-813852' id='answer-label-813852' class=' answer'><span>Create a custom report.<\/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-203326'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>49. <\/span>Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. <br \/>\r<br>What should a Consultant recommend to address this issue?<\/div><input type='hidden' name='question_id[]' id='qID_49' value='203326' \/><input type='hidden' id='answerType203326' 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-203326[]' id='answer-id-813853' class='answer   answerof-203326 ' value='813853'   \/><label for='answer-id-813853' id='answer-label-813853' class=' answer'><span>Insert a reference Thread ID in the email subject template<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203326[]' id='answer-id-813854' class='answer   answerof-203326 ' value='813854'   \/><label for='answer-id-813854' id='answer-label-813854' class=' answer'><span>Use Omni-Channel to automatically route inbound email<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203326[]' id='answer-id-813855' class='answer   answerof-203326 ' value='813855'   \/><label for='answer-id-813855' id='answer-label-813855' class=' answer'><span>Assign a user to manually manage incoming email<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203326[]' id='answer-id-813856' class='answer   answerof-203326 ' value='813856'   \/><label for='answer-id-813856' id='answer-label-813856' class=' answer'><span>Convert to an On-Demand Email-to-Case setup<\/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-203327'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>50. <\/span>Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. <br \/>\r<br>Which three benefits can be expected from KCS adoption? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_50' value='203327' \/><input type='hidden' id='answerType203327' 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-203327[]' id='answer-id-813857' class='answer   answerof-203327 ' value='813857'   \/><label for='answer-id-813857' id='answer-label-813857' class=' answer'><span>Increased call deflection<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203327[]' id='answer-id-813858' class='answer   answerof-203327 ' value='813858'   \/><label for='answer-id-813858' id='answer-label-813858' class=' answer'><span>Increased call routing accuracy<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203327[]' id='answer-id-813859' class='answer   answerof-203327 ' value='813859'   \/><label for='answer-id-813859' id='answer-label-813859' class=' answer'><span>Reduced issue resolution time<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203327[]' id='answer-id-813860' class='answer   answerof-203327 ' value='813860'   \/><label for='answer-id-813860' id='answer-label-813860' class=' answer'><span>Reduced support channels<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203327[]' id='answer-id-813861' class='answer   answerof-203327 ' value='813861'   \/><label for='answer-id-813861' id='answer-label-813861' class=' answer'><span>Optimized use of resources<\/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-203328'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>51. <\/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_51' value='203328' \/><input type='hidden' id='answerType203328' 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-203328[]' id='answer-id-813862' class='answer   answerof-203328 ' value='813862'   \/><label for='answer-id-813862' id='answer-label-813862' 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-203328[]' id='answer-id-813863' class='answer   answerof-203328 ' value='813863'   \/><label for='answer-id-813863' id='answer-label-813863' 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-203328[]' id='answer-id-813864' class='answer   answerof-203328 ' value='813864'   \/><label for='answer-id-813864' id='answer-label-813864' 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-203328[]' id='answer-id-813865' class='answer   answerof-203328 ' value='813865'   \/><label for='answer-id-813865' id='answer-label-813865' 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-52' style=';'><div id='questionWrap-52'  class='   watupro-question-id-203329'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>52. <\/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_52' value='203329' \/><input type='hidden' id='answerType203329' 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-203329[]' id='answer-id-813866' class='answer   answerof-203329 ' value='813866'   \/><label for='answer-id-813866' id='answer-label-813866' class=' answer'><span>Cleanse the data outside of Satesfbrce and then migrate the data.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203329[]' id='answer-id-813867' class='answer   answerof-203329 ' value='813867'   \/><label for='answer-id-813867' id='answer-label-813867' 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-203329[]' id='answer-id-813868' class='answer   answerof-203329 ' value='813868'   \/><label for='answer-id-813868' id='answer-label-813868' 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-203329[]' id='answer-id-813869' class='answer   answerof-203329 ' value='813869'   \/><label for='answer-id-813869' id='answer-label-813869' 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-53' style=';'><div id='questionWrap-53'  class='   watupro-question-id-203330'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>53. <\/span>Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well . <br \/>\r<br>Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_53' value='203330' \/><input type='hidden' id='answerType203330' 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-203330[]' id='answer-id-813870' class='answer   answerof-203330 ' value='813870'   \/><label for='answer-id-813870' id='answer-label-813870' class=' answer'><span>Grant managers the Manage Salesforce Knowledge permission.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203330[]' id='answer-id-813871' class='answer   answerof-203330 ' value='813871'   \/><label for='answer-id-813871' id='answer-label-813871' class=' answer'><span>Create at least two different data categories.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203330[]' id='answer-id-813872' class='answer   answerof-203330 ' value='813872'   \/><label for='answer-id-813872' id='answer-label-813872' class=' answer'><span>Create at least two different article types.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203330[]' id='answer-id-813873' class='answer   answerof-203330 ' value='813873'   \/><label for='answer-id-813873' id='answer-label-813873' class=' answer'><span>Create at least two different approval processes.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203330[]' id='answer-id-813874' class='answer   answerof-203330 ' value='813874'   \/><label for='answer-id-813874' id='answer-label-813874' class=' answer'><span>Grant managers the Manage Data Categories permission.<\/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-203331'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>54. <\/span>Which search mechanism should be used to find case comments from within the lightning service console?<\/div><input type='hidden' name='question_id[]' id='qID_54' value='203331' \/><input type='hidden' id='answerType203331' 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-203331[]' id='answer-id-813875' class='answer   answerof-203331 ' value='813875'   \/><label for='answer-id-813875' id='answer-label-813875' class=' answer'><span>Search utility component<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203331[]' id='answer-id-813876' class='answer   answerof-203331 ' value='813876'   \/><label for='answer-id-813876' id='answer-label-813876' class=' answer'><span>Comment search component<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203331[]' id='answer-id-813877' class='answer   answerof-203331 ' value='813877'   \/><label for='answer-id-813877' id='answer-label-813877' class=' answer'><span>Comments list view<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203331[]' id='answer-id-813878' class='answer   answerof-203331 ' value='813878'   \/><label for='answer-id-813878' id='answer-label-813878' class=' answer'><span>Global search<\/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-203332'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>55. <\/span>A client's Support Call Center has seen an increase in call volume on a new product line. <br \/>\r<br>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_55' value='203332' \/><input type='hidden' id='answerType203332' 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-203332[]' id='answer-id-813879' class='answer   answerof-203332 ' value='813879'   \/><label for='answer-id-813879' id='answer-label-813879' 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-203332[]' id='answer-id-813880' class='answer   answerof-203332 ' value='813880'   \/><label for='answer-id-813880' id='answer-label-813880' 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-203332[]' id='answer-id-813881' class='answer   answerof-203332 ' value='813881'   \/><label for='answer-id-813881' id='answer-label-813881' 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-203332[]' id='answer-id-813882' class='answer   answerof-203332 ' value='813882'   \/><label for='answer-id-813882' id='answer-label-813882' 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-56' style=';'><div id='questionWrap-56'  class='   watupro-question-id-203333'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>56. <\/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_56' value='203333' \/><input type='hidden' id='answerType203333' 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-203333[]' id='answer-id-813883' class='answer   answerof-203333 ' value='813883'   \/><label for='answer-id-813883' id='answer-label-813883' class=' answer'><span>Enable Keyboard shortcuts<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203333[]' id='answer-id-813884' class='answer   answerof-203333 ' value='813884'   \/><label for='answer-id-813884' id='answer-label-813884' class=' answer'><span>Define criteria-based record page components<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203333[]' id='answer-id-813885' class='answer   answerof-203333 ' value='813885'   \/><label for='answer-id-813885' id='answer-label-813885' class=' answer'><span>Configure Macros<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203333[]' id='answer-id-813886' class='answer   answerof-203333 ' value='813886'   \/><label for='answer-id-813886' id='answer-label-813886' class=' answer'><span>Create multiple Console layouts<\/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-203334'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>57. <\/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_57' value='203334' \/><input type='hidden' id='answerType203334' 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-203334[]' id='answer-id-813887' class='answer   answerof-203334 ' value='813887'   \/><label for='answer-id-813887' id='answer-label-813887' 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-203334[]' id='answer-id-813888' class='answer   answerof-203334 ' value='813888'   \/><label for='answer-id-813888' id='answer-label-813888' 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-203334[]' id='answer-id-813889' class='answer   answerof-203334 ' value='813889'   \/><label for='answer-id-813889' id='answer-label-813889' 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-203334[]' id='answer-id-813890' class='answer   answerof-203334 ' value='813890'   \/><label for='answer-id-813890' id='answer-label-813890' 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-58' style=';'><div id='questionWrap-58'  class='   watupro-question-id-203335'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>58. <\/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_58' value='203335' \/><input type='hidden' id='answerType203335' 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-203335[]' id='answer-id-813891' class='answer   answerof-203335 ' value='813891'   \/><label for='answer-id-813891' id='answer-label-813891' class=' answer'><span>Assign Users to Omni Channel permissions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203335[]' id='answer-id-813892' class='answer   answerof-203335 ' value='813892'   \/><label for='answer-id-813892' id='answer-label-813892' 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-203335[]' id='answer-id-813893' class='answer   answerof-203335 ' value='813893'   \/><label for='answer-id-813893' id='answer-label-813893' 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-203335[]' id='answer-id-813894' class='answer   answerof-203335 ' value='813894'   \/><label for='answer-id-813894' id='answer-label-813894' 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-59' style=';'><div id='questionWrap-59'  class='   watupro-question-id-203336'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>59. <\/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_59' value='203336' \/><input type='hidden' id='answerType203336' 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-203336[]' id='answer-id-813895' class='answer   answerof-203336 ' value='813895'   \/><label for='answer-id-813895' id='answer-label-813895' class=' answer'><span>Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203336[]' id='answer-id-813896' class='answer   answerof-203336 ' value='813896'   \/><label for='answer-id-813896' id='answer-label-813896' class=' answer'><span>web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203336[]' id='answer-id-813897' class='answer   answerof-203336 ' value='813897'   \/><label for='answer-id-813897' id='answer-label-813897' class=' answer'><span>An AppExchange package<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203336[]' id='answer-id-813898' class='answer   answerof-203336 ' value='813898'   \/><label for='answer-id-813898' id='answer-label-813898' 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-60' style=';'><div id='questionWrap-60'  class='   watupro-question-id-203337'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>60. <\/span>Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. <br \/>\r<br>Which reporting solution should the Consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_60' value='203337' \/><input type='hidden' id='answerType203337' 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-203337[]' id='answer-id-813899' class='answer   answerof-203337 ' value='813899'   \/><label for='answer-id-813899' id='answer-label-813899' class=' answer'><span>Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203337[]' id='answer-id-813900' class='answer   answerof-203337 ' value='813900'   \/><label for='answer-id-813900' id='answer-label-813900' class=' answer'><span>Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203337[]' id='answer-id-813901' class='answer   answerof-203337 ' value='813901'   \/><label for='answer-id-813901' id='answer-label-813901' class=' answer'><span>Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203337[]' id='answer-id-813902' class='answer   answerof-203337 ' value='813902'   \/><label for='answer-id-813902' id='answer-label-813902' class=' answer'><span>Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.<\/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-203338'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>61. <\/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_61' value='203338' \/><input type='hidden' id='answerType203338' 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-203338[]' id='answer-id-813903' class='answer   answerof-203338 ' value='813903'   \/><label for='answer-id-813903' id='answer-label-813903' class=' answer'><span>Partial Copy Sandbox<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203338[]' id='answer-id-813904' class='answer   answerof-203338 ' value='813904'   \/><label for='answer-id-813904' id='answer-label-813904' class=' answer'><span>Administrator Sandbox<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203338[]' id='answer-id-813905' class='answer   answerof-203338 ' value='813905'   \/><label for='answer-id-813905' id='answer-label-813905' class=' answer'><span>Developer Pro Sandbox<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203338[]' id='answer-id-813906' class='answer   answerof-203338 ' value='813906'   \/><label for='answer-id-813906' id='answer-label-813906' class=' answer'><span>Full Sandbox<\/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-203339'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>62. <\/span>Universal containers are developing a business continuity plan for their contact center . <br \/>\r<br>What should the company consider? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_62' value='203339' \/><input type='hidden' id='answerType203339' 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-203339[]' id='answer-id-813907' class='answer   answerof-203339 ' value='813907'   \/><label for='answer-id-813907' id='answer-label-813907' class=' answer'><span>Recovery point objective<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203339[]' id='answer-id-813908' class='answer   answerof-203339 ' value='813908'   \/><label for='answer-id-813908' id='answer-label-813908' class=' answer'><span>Criteria for plan activation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203339[]' id='answer-id-813909' class='answer   answerof-203339 ' value='813909'   \/><label for='answer-id-813909' id='answer-label-813909' class=' answer'><span>Open access to systems<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203339[]' id='answer-id-813910' class='answer   answerof-203339 ' value='813910'   \/><label for='answer-id-813910' id='answer-label-813910' class=' answer'><span>Site consolidation<\/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-203340'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>63. <\/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_63' value='203340' \/><input type='hidden' id='answerType203340' 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-203340[]' id='answer-id-813911' class='answer   answerof-203340 ' value='813911'   \/><label for='answer-id-813911' id='answer-label-813911' 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-203340[]' id='answer-id-813912' class='answer   answerof-203340 ' value='813912'   \/><label for='answer-id-813912' id='answer-label-813912' 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-203340[]' id='answer-id-813913' class='answer   answerof-203340 ' value='813913'   \/><label for='answer-id-813913' id='answer-label-813913' 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-203340[]' id='answer-id-813914' class='answer   answerof-203340 ' value='813914'   \/><label for='answer-id-813914' id='answer-label-813914' class=' answer'><span>Configure Success, Warning, and Violation Actions for Milestones.<\/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-203341'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>64. <\/span>Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. <br \/>\r<br>Which approach should a consultant implement?<\/div><input type='hidden' name='question_id[]' id='qID_64' value='203341' \/><input type='hidden' id='answerType203341' 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-203341[]' id='answer-id-813915' class='answer   answerof-203341 ' value='813915'   \/><label for='answer-id-813915' id='answer-label-813915' class=' answer'><span>Define Case Auto-Response Rules.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203341[]' id='answer-id-813916' class='answer   answerof-203341 ' value='813916'   \/><label for='answer-id-813916' id='answer-label-813916' class=' answer'><span>Establish Case Assignment Rules.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203341[]' id='answer-id-813917' class='answer   answerof-203341 ' value='813917'   \/><label for='answer-id-813917' id='answer-label-813917' class=' answer'><span>Create a Process Builder with Scheduled Actions.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203341[]' id='answer-id-813918' class='answer   answerof-203341 ' value='813918'   \/><label for='answer-id-813918' id='answer-label-813918' class=' answer'><span>Configure Case Escalation Rules.<\/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-203342'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>65. <\/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_65' value='203342' \/><input type='hidden' id='answerType203342' 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-203342[]' id='answer-id-813919' class='answer   answerof-203342 ' value='813919'   \/><label for='answer-id-813919' id='answer-label-813919' class=' answer'><span>Implement Field Service Lightning.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203342[]' id='answer-id-813920' class='answer   answerof-203342 ' value='813920'   \/><label for='answer-id-813920' id='answer-label-813920' 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-203342[]' id='answer-id-813921' class='answer   answerof-203342 ' value='813921'   \/><label for='answer-id-813921' id='answer-label-813921' 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-203342[]' id='answer-id-813922' class='answer   answerof-203342 ' value='813922'   \/><label for='answer-id-813922' id='answer-label-813922' 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-66' style=';'><div id='questionWrap-66'  class='   watupro-question-id-203343'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>66. <\/span>Universal Containers is setting up a field service dispatch contact center . <br \/>\r<br>Which functionality should be considered when designing the contact center? (Choose 2)<\/div><input type='hidden' name='question_id[]' id='qID_66' value='203343' \/><input type='hidden' id='answerType203343' 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-203343[]' id='answer-id-813923' class='answer   answerof-203343 ' value='813923'   \/><label for='answer-id-813923' id='answer-label-813923' class=' answer'><span>Chatter groups for customer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203343[]' id='answer-id-813924' class='answer   answerof-203343 ' value='813924'   \/><label for='answer-id-813924' id='answer-label-813924' class=' answer'><span>Mobile access to case information<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203343[]' id='answer-id-813925' class='answer   answerof-203343 ' value='813925'   \/><label for='answer-id-813925' id='answer-label-813925' class=' answer'><span>Visibility into service entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203343[]' id='answer-id-813926' class='answer   answerof-203343 ' value='813926'   \/><label for='answer-id-813926' id='answer-label-813926' class=' answer'><span>Predictive dialer for outbound calls<\/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-203344'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>67. <\/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 system? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_67' value='203344' \/><input type='hidden' id='answerType203344' 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-203344[]' id='answer-id-813927' class='answer   answerof-203344 ' value='813927'   \/><label for='answer-id-813927' id='answer-label-813927' class=' answer'><span>Number of calls offered<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203344[]' id='answer-id-813928' class='answer   answerof-203344 ' value='813928'   \/><label for='answer-id-813928' id='answer-label-813928' class=' answer'><span>Agent utilization<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203344[]' id='answer-id-813929' class='answer   answerof-203344 ' value='813929'   \/><label for='answer-id-813929' id='answer-label-813929' class=' answer'><span>Quality monitoring score<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203344[]' id='answer-id-813930' class='answer   answerof-203344 ' value='813930'   \/><label for='answer-id-813930' id='answer-label-813930' class=' answer'><span>Schedule adherence<\/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-203345'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>68. <\/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_68' value='203345' \/><input type='hidden' id='answerType203345' 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-203345[]' id='answer-id-813931' class='answer   answerof-203345 ' value='813931'   \/><label for='answer-id-813931' id='answer-label-813931' 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-203345[]' id='answer-id-813932' class='answer   answerof-203345 ' value='813932'   \/><label for='answer-id-813932' id='answer-label-813932' class=' answer'><span>Create a permission set 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-203345[]' id='answer-id-813933' class='answer   answerof-203345 ' value='813933'   \/><label for='answer-id-813933' id='answer-label-813933' 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-203345[]' id='answer-id-813934' class='answer   answerof-203345 ' value='813934'   \/><label for='answer-id-813934' id='answer-label-813934' 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-69' style=';'><div id='questionWrap-69'  class='   watupro-question-id-203346'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>69. <\/span>Which method can be used to route cases from social channels?<\/div><input type='hidden' name='question_id[]' id='qID_69' value='203346' \/><input type='hidden' id='answerType203346' 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-203346[]' id='answer-id-813935' class='answer   answerof-203346 ' value='813935'   \/><label for='answer-id-813935' id='answer-label-813935' 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-203346[]' id='answer-id-813936' class='answer   answerof-203346 ' value='813936'   \/><label for='answer-id-813936' id='answer-label-813936' 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-203346[]' id='answer-id-813937' class='answer   answerof-203346 ' value='813937'   \/><label for='answer-id-813937' id='answer-label-813937' 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-203346[]' id='answer-id-813938' class='answer   answerof-203346 ' value='813938'   \/><label for='answer-id-813938' id='answer-label-813938' 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-70' style=';'><div id='questionWrap-70'  class='   watupro-question-id-203347'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>70. <\/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_70' value='203347' \/><input type='hidden' id='answerType203347' 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-203347[]' id='answer-id-813939' class='answer   answerof-203347 ' value='813939'   \/><label for='answer-id-813939' id='answer-label-813939' class=' answer'><span>Define data categories with custom visibility.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203347[]' id='answer-id-813940' class='answer   answerof-203347 ' value='813940'   \/><label for='answer-id-813940' id='answer-label-813940' 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-203347[]' id='answer-id-813941' class='answer   answerof-203347 ' value='813941'   \/><label for='answer-id-813941' id='answer-label-813941' class=' answer'><span>Define topics for each knowledge article.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203347[]' id='answer-id-813942' class='answer   answerof-203347 ' value='813942'   \/><label for='answer-id-813942' id='answer-label-813942' 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-71' style=';'><div id='questionWrap-71'  class='   watupro-question-id-203348'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>71. <\/span>A contact center manager wants to measure the impact of a new customer care program. <br \/>\r<br>What can be used to measure an increase in customer satisfaction? Choose 2 answers.<\/div><input type='hidden' name='question_id[]' id='qID_71' value='203348' \/><input type='hidden' id='answerType203348' 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-203348[]' id='answer-id-813943' class='answer   answerof-203348 ' value='813943'   \/><label for='answer-id-813943' id='answer-label-813943' class=' answer'><span>Service level agreement<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203348[]' id='answer-id-813944' class='answer   answerof-203348 ' value='813944'   \/><label for='answer-id-813944' id='answer-label-813944' class=' answer'><span>First call resolution<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203348[]' id='answer-id-813945' class='answer   answerof-203348 ' value='813945'   \/><label for='answer-id-813945' id='answer-label-813945' class=' answer'><span>Average handle time<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203348[]' id='answer-id-813946' class='answer   answerof-203348 ' value='813946'   \/><label for='answer-id-813946' id='answer-label-813946' class=' answer'><span>Customer satisfaction survey<\/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-203349'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>72. <\/span>UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below: <br \/>\r<br>Support attachments up to 20MB per inquiry <br \/>\r<br>Over 10,000 inquiries per day <br \/>\r<br>Which solution should a consultant recommend to meet these requirements?<\/div><input type='hidden' name='question_id[]' id='qID_72' value='203349' \/><input type='hidden' id='answerType203349' 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-203349[]' id='answer-id-813947' class='answer   answerof-203349 ' value='813947'   \/><label for='answer-id-813947' id='answer-label-813947' class=' answer'><span>Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203349[]' id='answer-id-813948' class='answer   answerof-203349 ' value='813948'   \/><label for='answer-id-813948' id='answer-label-813948' class=' answer'><span>Web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203349[]' id='answer-id-813949' class='answer   answerof-203349 ' value='813949'   \/><label for='answer-id-813949' id='answer-label-813949' class=' answer'><span>On-Demand Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203349[]' id='answer-id-813950' class='answer   answerof-203349 ' value='813950'   \/><label for='answer-id-813950' id='answer-label-813950' class=' answer'><span>Customer Chatter groups<\/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-203350'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>73. <\/span>Universal Containers (UC) is developing a strategy for supporting customers on social media sites. <br \/>\r<br>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_73' value='203350' \/><input type='hidden' id='answerType203350' 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-203350[]' id='answer-id-813951' class='answer   answerof-203350 ' value='813951'   \/><label for='answer-id-813951' id='answer-label-813951' 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-203350[]' id='answer-id-813952' class='answer   answerof-203350 ' value='813952'   \/><label for='answer-id-813952' id='answer-label-813952' class=' answer'><span>Enable Social Customer Service.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203350[]' id='answer-id-813953' class='answer   answerof-203350 ' value='813953'   \/><label for='answer-id-813953' id='answer-label-813953' 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-203350[]' id='answer-id-813954' class='answer   answerof-203350 ' value='813954'   \/><label for='answer-id-813954' id='answer-label-813954' 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-74' style=';'><div id='questionWrap-74'  class='   watupro-question-id-203351'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>74. <\/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_74' value='203351' \/><input type='hidden' id='answerType203351' 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-203351[]' id='answer-id-813955' class='answer   answerof-203351 ' value='813955'   \/><label for='answer-id-813955' id='answer-label-813955' class=' answer'><span>Configure Case Assignment Rules<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203351[]' id='answer-id-813956' class='answer   answerof-203351 ' value='813956'   \/><label for='answer-id-813956' id='answer-label-813956' 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-203351[]' id='answer-id-813957' class='answer   answerof-203351 ' value='813957'   \/><label for='answer-id-813957' id='answer-label-813957' class=' answer'><span>Configure Live Agent Skills-based Routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203351[]' id='answer-id-813958' class='answer   answerof-203351 ' value='813958'   \/><label for='answer-id-813958' id='answer-label-813958' 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-75' style=';'><div id='questionWrap-75'  class='   watupro-question-id-203352'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>75. <\/span>Universal Containers 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_75' value='203352' \/><input type='hidden' id='answerType203352' 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-203352[]' id='answer-id-813959' class='answer   answerof-203352 ' value='813959'   \/><label for='answer-id-813959' id='answer-label-813959' class=' answer'><span>Auto launch flow<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203352[]' id='answer-id-813960' class='answer   answerof-203352 ' value='813960'   \/><label for='answer-id-813960' id='answer-label-813960' class=' answer'><span>Salesforce Console for Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203352[]' id='answer-id-813961' class='answer   answerof-203352 ' value='813961'   \/><label for='answer-id-813961' id='answer-label-813961' class=' answer'><span>Visualforce custom page<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203352[]' id='answer-id-813962' class='answer   answerof-203352 ' value='813962'   \/><label for='answer-id-813962' id='answer-label-813962' class=' answer'><span>Process Builder<\/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-203353'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>76. <\/span>Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers<\/div><input type='hidden' name='question_id[]' id='qID_76' value='203353' \/><input type='hidden' id='answerType203353' 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-203353[]' id='answer-id-813963' class='answer   answerof-203353 ' value='813963'   \/><label for='answer-id-813963' id='answer-label-813963' class=' answer'><span>Publish articles to external channels<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203353[]' id='answer-id-813964' class='answer   answerof-203353 ' value='813964'   \/><label for='answer-id-813964' id='answer-label-813964' class=' answer'><span>Assign article types to the communities<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203353[]' id='answer-id-813965' class='answer   answerof-203353 ' value='813965'   \/><label for='answer-id-813965' id='answer-label-813965' class=' answer'><span>Enable public solutions.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203353[]' id='answer-id-813966' class='answer   answerof-203353 ' value='813966'   \/><label for='answer-id-813966' id='answer-label-813966' class=' answer'><span>Configure content library permissions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203353[]' id='answer-id-813967' class='answer   answerof-203353 ' value='813967'   \/><label for='answer-id-813967' id='answer-label-813967' class=' answer'><span>Enable article deliveries<\/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-203354'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>77. <\/span>Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. <br \/>\r<br>Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_77' value='203354' \/><input type='hidden' id='answerType203354' 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-203354[]' id='answer-id-813968' class='answer   answerof-203354 ' value='813968'   \/><label for='answer-id-813968' id='answer-label-813968' class=' answer'><span>Install an adapter from AppExdiange to work with third-party CTI systems.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203354[]' id='answer-id-813969' class='answer   answerof-203354 ' value='813969'   \/><label for='answer-id-813969' id='answer-label-813969' 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-203354[]' id='answer-id-813970' class='answer   answerof-203354 ' value='813970'   \/><label for='answer-id-813970' id='answer-label-813970' class=' answer'><span>Assign the correct Salesforce users to the Call Center.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203354[]' id='answer-id-813971' class='answer   answerof-203354 ' value='813971'   \/><label for='answer-id-813971' id='answer-label-813971' 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-203354[]' id='answer-id-813972' class='answer   answerof-203354 ' value='813972'   \/><label for='answer-id-813972' id='answer-label-813972' 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-78' style=';'><div id='questionWrap-78'  class='   watupro-question-id-203355'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>78. <\/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_78' value='203355' \/><input type='hidden' id='answerType203355' 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-203355[]' id='answer-id-813973' class='answer   answerof-203355 ' value='813973'   \/><label for='answer-id-813973' id='answer-label-813973' 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-203355[]' id='answer-id-813974' class='answer   answerof-203355 ' value='813974'   \/><label for='answer-id-813974' id='answer-label-813974' 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-203355[]' id='answer-id-813975' class='answer   answerof-203355 ' value='813975'   \/><label for='answer-id-813975' id='answer-label-813975' 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-203355[]' id='answer-id-813976' class='answer   answerof-203355 ' value='813976'   \/><label for='answer-id-813976' id='answer-label-813976' 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-79' style=';'><div id='questionWrap-79'  class='   watupro-question-id-203356'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>79. <\/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_79' value='203356' \/><input type='hidden' id='answerType203356' 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-203356[]' id='answer-id-813977' class='answer   answerof-203356 ' value='813977'   \/><label for='answer-id-813977' id='answer-label-813977' 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-203356[]' id='answer-id-813978' class='answer   answerof-203356 ' value='813978'   \/><label for='answer-id-813978' id='answer-label-813978' class=' answer'><span>Define Data Categories with Custom Visibility.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203356[]' id='answer-id-813979' class='answer   answerof-203356 ' value='813979'   \/><label for='answer-id-813979' id='answer-label-813979' class=' answer'><span>Define Topics for each Knowledge article.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203356[]' id='answer-id-813980' class='answer   answerof-203356 ' value='813980'   \/><label for='answer-id-813980' id='answer-label-813980' 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-80' style=';'><div id='questionWrap-80'  class='   watupro-question-id-203357'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>80. <\/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_80' value='203357' \/><input type='hidden' id='answerType203357' 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-203357[]' id='answer-id-813981' class='answer   answerof-203357 ' value='813981'   \/><label for='answer-id-813981' id='answer-label-813981' 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-203357[]' id='answer-id-813982' class='answer   answerof-203357 ' value='813982'   \/><label for='answer-id-813982' id='answer-label-813982' 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-203357[]' id='answer-id-813983' class='answer   answerof-203357 ' value='813983'   \/><label for='answer-id-813983' id='answer-label-813983' 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-203357[]' id='answer-id-813984' class='answer   answerof-203357 ' value='813984'   \/><label for='answer-id-813984' id='answer-label-813984' 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-81' style=';'><div id='questionWrap-81'  class='   watupro-question-id-203358'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>81. <\/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_81' value='203358' \/><input type='hidden' id='answerType203358' 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-203358[]' id='answer-id-813985' class='answer   answerof-203358 ' value='813985'   \/><label for='answer-id-813985' id='answer-label-813985' 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-203358[]' id='answer-id-813986' class='answer   answerof-203358 ' value='813986'   \/><label for='answer-id-813986' id='answer-label-813986' 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-203358[]' id='answer-id-813987' class='answer   answerof-203358 ' value='813987'   \/><label for='answer-id-813987' id='answer-label-813987' 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-203358[]' id='answer-id-813988' class='answer   answerof-203358 ' value='813988'   \/><label for='answer-id-813988' id='answer-label-813988' 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-82' style=';'><div id='questionWrap-82'  class='   watupro-question-id-203359'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>82. <\/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_82' value='203359' \/><input type='hidden' id='answerType203359' 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-203359[]' id='answer-id-813989' class='answer   answerof-203359 ' value='813989'   \/><label for='answer-id-813989' id='answer-label-813989' class=' answer'><span>Configure Case Escalation Rules.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203359[]' id='answer-id-813990' class='answer   answerof-203359 ' value='813990'   \/><label for='answer-id-813990' id='answer-label-813990' class=' answer'><span>Define Entitlement and Milestones.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203359[]' id='answer-id-813991' class='answer   answerof-203359 ' value='813991'   \/><label for='answer-id-813991' id='answer-label-813991' class=' answer'><span>Use Process Builder with Scheduled Actions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203359[]' id='answer-id-813992' class='answer   answerof-203359 ' value='813992'   \/><label for='answer-id-813992' id='answer-label-813992' class=' answer'><span>Enable Omni-Channel Routing.<\/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-203360'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>83. <\/span>After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production. <br \/>\r<br>How should a consultant correct this problem?<\/div><input type='hidden' name='question_id[]' id='qID_83' value='203360' \/><input type='hidden' id='answerType203360' 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-203360[]' id='answer-id-813993' class='answer   answerof-203360 ' value='813993'   \/><label for='answer-id-813993' id='answer-label-813993' class=' answer'><span>Grant Authors access to the FAQ article type.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203360[]' id='answer-id-813994' class='answer   answerof-203360 ' value='813994'   \/><label for='answer-id-813994' id='answer-label-813994' class=' answer'><span>Set article Org Wide Default to Public ReadWrite.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203360[]' id='answer-id-813995' class='answer   answerof-203360 ' value='813995'   \/><label for='answer-id-813995' id='answer-label-813995' class=' answer'><span>Add Authors to the FaQ Data Category.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203360[]' id='answer-id-813996' class='answer   answerof-203360 ' value='813996'   \/><label for='answer-id-813996' id='answer-label-813996' class=' answer'><span>Grant Authors access to the FaQ record type<\/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-203361'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>84. <\/span>Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_84' value='203361' \/><input type='hidden' id='answerType203361' 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-203361[]' id='answer-id-813997' class='answer   answerof-203361 ' value='813997'   \/><label for='answer-id-813997' id='answer-label-813997' class=' answer'><span>Interactive Voice Response<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203361[]' id='answer-id-813998' class='answer   answerof-203361 ' value='813998'   \/><label for='answer-id-813998' id='answer-label-813998' class=' answer'><span>Computer Telephone Integration<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203361[]' id='answer-id-813999' class='answer   answerof-203361 ' value='813999'   \/><label for='answer-id-813999' id='answer-label-813999' class=' answer'><span>Social Customer Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203361[]' id='answer-id-814000' class='answer   answerof-203361 ' value='814000'   \/><label for='answer-id-814000' id='answer-label-814000' class=' answer'><span>Live Agent<\/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-203362'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>85. <\/span>A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console. <br \/>\r<br>Which configuration option should be verified?<\/div><input type='hidden' name='question_id[]' id='qID_85' value='203362' \/><input type='hidden' id='answerType203362' 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-203362[]' id='answer-id-814001' class='answer   answerof-203362 ' value='814001'   \/><label for='answer-id-814001' id='answer-label-814001' class=' answer'><span>Verify that users have access to the chat buttons.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203362[]' id='answer-id-814002' class='answer   answerof-203362 ' value='814002'   \/><label for='answer-id-814002' id='answer-label-814002' class=' answer'><span>Verify that users are assigned the chat user profile.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203362[]' id='answer-id-814003' class='answer   answerof-203362 ' value='814003'   \/><label for='answer-id-814003' id='answer-label-814003' class=' answer'><span>Verify that users have access to the chat public group.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203362[]' id='answer-id-814004' class='answer   answerof-203362 ' value='814004'   \/><label for='answer-id-814004' id='answer-label-814004' class=' answer'><span>Verify that users are assigned the chat feature license.<\/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-203363'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>86. <\/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_86' value='203363' \/><input type='hidden' id='answerType203363' 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-203363[]' id='answer-id-814005' class='answer   answerof-203363 ' value='814005'   \/><label for='answer-id-814005' id='answer-label-814005' class=' answer'><span>Web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203363[]' id='answer-id-814006' class='answer   answerof-203363 ' value='814006'   \/><label for='answer-id-814006' id='answer-label-814006' class=' answer'><span>Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203363[]' id='answer-id-814007' class='answer   answerof-203363 ' value='814007'   \/><label for='answer-id-814007' id='answer-label-814007' class=' answer'><span>Salesforce for Outlook<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203363[]' id='answer-id-814008' class='answer   answerof-203363 ' value='814008'   \/><label for='answer-id-814008' id='answer-label-814008' 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-203364'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>87. <\/span>Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. <br \/>\r<br>What feature should a consultant configure to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_87' value='203364' \/><input type='hidden' id='answerType203364' 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-203364[]' id='answer-id-814009' class='answer   answerof-203364 ' value='814009'   \/><label for='answer-id-814009' id='answer-label-814009' class=' answer'><span>Push Notifications<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203364[]' id='answer-id-814010' class='answer   answerof-203364 ' value='814010'   \/><label for='answer-id-814010' id='answer-label-814010' class=' answer'><span>Case Feed<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203364[]' id='answer-id-814011' class='answer   answerof-203364 ' value='814011'   \/><label for='answer-id-814011' id='answer-label-814011' class=' answer'><span>Omni-channel Supervisor<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203364[]' id='answer-id-814012' class='answer   answerof-203364 ' value='814012'   \/><label for='answer-id-814012' id='answer-label-814012' class=' answer'><span>Next Best Actions<\/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-203365'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>88. <\/span>Which solution should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_88' value='203365' \/><input type='hidden' id='answerType203365' 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-203365[]' id='answer-id-814013' class='answer   answerof-203365 ' value='814013'   \/><label for='answer-id-814013' id='answer-label-814013' 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-203365[]' id='answer-id-814014' class='answer   answerof-203365 ' value='814014'   \/><label for='answer-id-814014' id='answer-label-814014' class=' answer'><span>Create a visualforce page called knowledge sidebar on the case page layout.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203365[]' id='answer-id-814015' class='answer   answerof-203365 ' value='814015'   \/><label for='answer-id-814015' id='answer-label-814015' 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-203365[]' id='answer-id-814016' class='answer   answerof-203365 ' value='814016'   \/><label for='answer-id-814016' id='answer-label-814016' 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-203365[]' id='answer-id-814017' class='answer   answerof-203365 ' value='814017'   \/><label for='answer-id-814017' id='answer-label-814017' 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-89' style=';'><div id='questionWrap-89'  class='   watupro-question-id-203366'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>89. <\/span>Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio . <br \/>\r<br>Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_89' value='203366' \/><input type='hidden' id='answerType203366' 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-203366[]' id='answer-id-814018' class='answer   answerof-203366 ' value='814018'   \/><label for='answer-id-814018' id='answer-label-814018' class=' answer'><span>Community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203366[]' id='answer-id-814019' class='answer   answerof-203366 ' value='814019'   \/><label for='answer-id-814019' id='answer-label-814019' class=' answer'><span>Web -to -Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203366[]' id='answer-id-814020' class='answer   answerof-203366 ' value='814020'   \/><label for='answer-id-814020' id='answer-label-814020' class=' answer'><span>Live Agent<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203366[]' id='answer-id-814021' class='answer   answerof-203366 ' value='814021'   \/><label for='answer-id-814021' id='answer-label-814021' class=' answer'><span>Chatter Questions<\/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-203367'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>90. <\/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? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_90' value='203367' \/><input type='hidden' id='answerType203367' 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-203367[]' id='answer-id-814022' class='answer   answerof-203367 ' value='814022'   \/><label for='answer-id-814022' id='answer-label-814022' 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-203367[]' id='answer-id-814023' class='answer   answerof-203367 ' value='814023'   \/><label for='answer-id-814023' id='answer-label-814023' class=' answer'><span>Restrict the Manage Articles user permission<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203367[]' id='answer-id-814024' class='answer   answerof-203367 ' value='814024'   \/><label for='answer-id-814024' id='answer-label-814024' 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-203367[]' id='answer-id-814025' class='answer   answerof-203367 ' value='814025'   \/><label for='answer-id-814025' id='answer-label-814025' 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-91' style=';'><div id='questionWrap-91'  class='   watupro-question-id-203368'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>91. <\/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_91' value='203368' \/><input type='hidden' id='answerType203368' 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-203368[]' id='answer-id-814026' class='answer   answerof-203368 ' value='814026'   \/><label for='answer-id-814026' id='answer-label-814026' class=' answer'><span>Skills -based routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203368[]' id='answer-id-814027' class='answer   answerof-203368 ' value='814027'   \/><label for='answer-id-814027' id='answer-label-814027' class=' answer'><span>Private branch exchange<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203368[]' id='answer-id-814028' class='answer   answerof-203368 ' value='814028'   \/><label for='answer-id-814028' id='answer-label-814028' class=' answer'><span>Workforce management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203368[]' id='answer-id-814029' class='answer   answerof-203368 ' value='814029'   \/><label for='answer-id-814029' id='answer-label-814029' class=' answer'><span>Interactive voice response<\/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-203369'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>92. <\/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_92' value='203369' \/><input type='hidden' id='answerType203369' 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-203369[]' id='answer-id-814030' class='answer   answerof-203369 ' value='814030'   \/><label for='answer-id-814030' id='answer-label-814030' class=' answer'><span>Users must use Lightning Experience.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203369[]' id='answer-id-814031' class='answer   answerof-203369 ' value='814031'   \/><label for='answer-id-814031' id='answer-label-814031' 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-203369[]' id='answer-id-814032' class='answer   answerof-203369 ' value='814032'   \/><label for='answer-id-814032' id='answer-label-814032' 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-203369[]' id='answer-id-814033' class='answer   answerof-203369 ' value='814033'   \/><label for='answer-id-814033' id='answer-label-814033' 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-203369[]' id='answer-id-814034' class='answer   answerof-203369 ' value='814034'   \/><label for='answer-id-814034' id='answer-label-814034' 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-93' style=';'><div id='questionWrap-93'  class='   watupro-question-id-203370'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>93. <\/span>Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. <br \/>\r<br>Which approach should a consultant recommend in this scenario?<\/div><input type='hidden' name='question_id[]' id='qID_93' value='203370' \/><input type='hidden' id='answerType203370' 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-203370[]' id='answer-id-814035' class='answer   answerof-203370 ' value='814035'   \/><label for='answer-id-814035' id='answer-label-814035' class=' answer'><span>Assign a global team of experienced agents and leaders to create a common design template and report structure.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203370[]' id='answer-id-814036' class='answer   answerof-203370 ' value='814036'   \/><label for='answer-id-814036' id='answer-label-814036' class=' answer'><span>Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203370[]' id='answer-id-814037' class='answer   answerof-203370 ' value='814037'   \/><label for='answer-id-814037' id='answer-label-814037' class=' answer'><span>Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203370[]' id='answer-id-814038' class='answer   answerof-203370 ' value='814038'   \/><label for='answer-id-814038' id='answer-label-814038' class=' answer'><span>Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.<\/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-203371'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>94. <\/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_94' value='203371' \/><input type='hidden' id='answerType203371' 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-203371[]' id='answer-id-814039' class='answer   answerof-203371 ' value='814039'   \/><label for='answer-id-814039' id='answer-label-814039' 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-203371[]' id='answer-id-814040' class='answer   answerof-203371 ' value='814040'   \/><label for='answer-id-814040' id='answer-label-814040' 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-203371[]' id='answer-id-814041' class='answer   answerof-203371 ' value='814041'   \/><label for='answer-id-814041' id='answer-label-814041' class=' answer'><span>Number of cases in each status<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203371[]' id='answer-id-814042' class='answer   answerof-203371 ' value='814042'   \/><label for='answer-id-814042' id='answer-label-814042' 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-95' style=';'><div id='questionWrap-95'  class='   watupro-question-id-203372'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>95. <\/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_95' value='203372' \/><input type='hidden' id='answerType203372' 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-203372[]' id='answer-id-814043' class='answer   answerof-203372 ' value='814043'   \/><label for='answer-id-814043' id='answer-label-814043' 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-203372[]' id='answer-id-814044' class='answer   answerof-203372 ' value='814044'   \/><label for='answer-id-814044' id='answer-label-814044' class=' answer'><span>Allows customers the ability to collaborate<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203372[]' id='answer-id-814045' class='answer   answerof-203372 ' value='814045'   \/><label for='answer-id-814045' id='answer-label-814045' 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-203372[]' id='answer-id-814046' class='answer   answerof-203372 ' value='814046'   \/><label for='answer-id-814046' id='answer-label-814046' 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-96' style=';'><div id='questionWrap-96'  class='   watupro-question-id-203373'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>96. <\/span>Universal Containers wants to implement a new web presence to support its customers. <br \/>\r<br>It has provided the following requirements: <br \/>\r<br>&#8226; Ability for visitors to search Knowledge articles without registering or logging in <br \/>\r<br>&#8226; Ability for over one million registered customers to securely submit cases and view the status of those cases <br \/>\r<br>&#8226; Ability to display white papers to registered customers <br \/>\r<br>&#8226; Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?<\/div><input type='hidden' name='question_id[]' id='qID_96' value='203373' \/><input type='hidden' id='answerType203373' 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-203373[]' id='answer-id-814047' class='answer   answerof-203373 ' value='814047'   \/><label for='answer-id-814047' id='answer-label-814047' class=' answer'><span>Implement Partner Communities with Knowledge.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203373[]' id='answer-id-814048' class='answer   answerof-203373 ' value='814048'   \/><label for='answer-id-814048' id='answer-label-814048' class=' answer'><span>Implement Customer Communities with Content.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203373[]' id='answer-id-814049' class='answer   answerof-203373 ' value='814049'   \/><label for='answer-id-814049' id='answer-label-814049' class=' answer'><span>Implement Employee Communities with Content.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203373[]' id='answer-id-814050' class='answer   answerof-203373 ' value='814050'   \/><label for='answer-id-814050' id='answer-label-814050' class=' answer'><span>Implement Customer Communities with 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-203374'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>97. <\/span>Which native Service Cloud solution is used for case satisfaction surveys?<\/div><input type='hidden' name='question_id[]' id='qID_97' value='203374' \/><input type='hidden' id='answerType203374' 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-203374[]' id='answer-id-814051' class='answer   answerof-203374 ' value='814051'   \/><label for='answer-id-814051' id='answer-label-814051' class=' answer'><span>Create a Web-to-case form with a custom case type of survey<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203374[]' id='answer-id-814052' class='answer   answerof-203374 ' value='814052'   \/><label for='answer-id-814052' id='answer-label-814052' class=' answer'><span>Enable the case survey option on the case object<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203374[]' id='answer-id-814053' class='answer   answerof-203374 ' value='814053'   \/><label for='answer-id-814053' id='answer-label-814053' class=' answer'><span>Enable the case survey auto-response rule<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203374[]' id='answer-id-814054' class='answer   answerof-203374 ' value='814054'   \/><label for='answer-id-814054' id='answer-label-814054' class=' answer'><span>Check the survey option in the case settings<\/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-203375'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>98. <\/span>Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement. <br \/>\r<br>Which feature should the consultant consider?<\/div><input type='hidden' name='question_id[]' id='qID_98' value='203375' \/><input type='hidden' id='answerType203375' 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-203375[]' id='answer-id-814055' class='answer   answerof-203375 ' value='814055'   \/><label for='answer-id-814055' id='answer-label-814055' class=' answer'><span>Entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203375[]' id='answer-id-814056' class='answer   answerof-203375 ' value='814056'   \/><label for='answer-id-814056' id='answer-label-814056' class=' answer'><span>Omni-channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203375[]' id='answer-id-814057' class='answer   answerof-203375 ' value='814057'   \/><label for='answer-id-814057' id='answer-label-814057' class=' answer'><span>Case milestones<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-203375[]' id='answer-id-814058' class='answer   answerof-203375 ' value='814058'   \/><label for='answer-id-814058' id='answer-label-814058' class=' answer'><span>Case escalation<\/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-203376'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>99. <\/span>The Universal Containers sales team has been so successful 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_99' value='203376' \/><input type='hidden' id='answerType203376' 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-203376[]' id='answer-id-814059' class='answer   answerof-203376 ' value='814059'   \/><label for='answer-id-814059' id='answer-label-814059' 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-203376[]' id='answer-id-814060' class='answer   answerof-203376 ' value='814060'   \/><label for='answer-id-814060' id='answer-label-814060' class=' answer'><span>Provide a self-help Customer Community.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203376[]' id='answer-id-814061' class='answer   answerof-203376 ' value='814061'   \/><label for='answer-id-814061' id='answer-label-814061' class=' answer'><span>Add more support phone lines.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-203376[]' id='answer-id-814062' class='answer   answerof-203376 ' value='814062'   \/><label for='answer-id-814062' id='answer-label-814062' 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-100' style=';'><div id='questionWrap-100'  class='   watupro-question-id-203377'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>100. <\/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_100' value='203377' \/><input type='hidden' id='answerType203377' 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-203377[]' id='answer-id-814063' class='answer   answerof-203377 ' value='814063'   \/><label for='answer-id-814063' id='answer-label-814063' 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-203377[]' id='answer-id-814064' class='answer   answerof-203377 ' value='814064'   \/><label for='answer-id-814064' id='answer-label-814064' 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-203377[]' id='answer-id-814065' class='answer   answerof-203377 ' value='814065'   \/><label for='answer-id-814065' id='answer-label-814065' 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-203377[]' id='answer-id-814066' class='answer   answerof-203377 ' value='814066'   \/><label for='answer-id-814066' id='answer-label-814066' 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-203377[]' id='answer-id-814067' class='answer   answerof-203377 ' value='814067'   \/><label for='answer-id-814067' id='answer-label-814067' class=' answer'><span>Article numbers change during migration.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div style='display:none' 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