{"id":71556,"date":"2024-01-08T08:12:58","date_gmt":"2024-01-08T08:12:58","guid":{"rendered":"https:\/\/www.dumpsbase.com\/freedumps\/?p=71556"},"modified":"2024-01-08T08:13:04","modified_gmt":"2024-01-08T08:13:04","slug":"updated-crt-261-dumps-v9-02-pass-certification-preparation-for-service-cloud-consultant-exam-smoothly","status":"publish","type":"post","link":"https:\/\/www.dumpsbase.com\/freedumps\/updated-crt-261-dumps-v9-02-pass-certification-preparation-for-service-cloud-consultant-exam-smoothly.html","title":{"rendered":"Updated CRT-261 Dumps (V9.02) &#8211; Pass Certification Preparation for Service Cloud Consultant Exam Smoothly"},"content":{"rendered":"\n<p>By successfully passing the CRT-261 Certification Preparation for Service Cloud Consultant Exam, you not only gain valuable knowledge and skills but also open doors to lucrative job opportunities. DumpsBase has collaborated with professionals to update authentic CRT-261 exam dumps. These dumps contain real exam questions and answers, providing you with a realistic exam experience. By practicing with these dumps, you familiarize yourself with the exam format and increase your chances of success. With DumpsBase, you can confidently prepare for the Certification Preparation for Service Cloud Consultant Exam CRT-261 exam and achieve excellent marks.<\/p>\n<h2>Certification Preparation for Service Cloud Consultant Exam <em><span style=\"background-color: #00ff00;\">CRT-261 Free Dumps<\/span><\/em><\/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=\"submittingExam8069\" 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-8069\"><\/div>\n\n<form action=\"\" method=\"post\" class=\"quiz-form\" id=\"quiz-8069\"  enctype=\"multipart\/form-data\" >\n<div class='watu-question ' id='question-1' style=';'><div id='questionWrap-1'  class='   watupro-question-id-304324'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>1. <\/span>Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. <br \/>\r<br>What should a consultant recommend to address this problem?<\/div><input type='hidden' name='question_id[]' id='qID_1' value='304324' \/><input type='hidden' id='answerType304324' 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-304324[]' id='answer-id-1192386' class='answer   answerof-304324 ' value='1192386'   \/><label for='answer-id-1192386' id='answer-label-1192386' class=' answer'><span>Configure Process Builder<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304324[]' id='answer-id-1192387' class='answer   answerof-304324 ' value='1192387'   \/><label for='answer-id-1192387' id='answer-label-1192387' class=' answer'><span>Activate a Validation Rule<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304324[]' id='answer-id-1192388' class='answer   answerof-304324 ' value='1192388'   \/><label for='answer-id-1192388' id='answer-label-1192388' class=' answer'><span>Define Case Escalation Rules<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304324[]' id='answer-id-1192389' class='answer   answerof-304324 ' value='1192389'   \/><label for='answer-id-1192389' id='answer-label-1192389' class=' answer'><span>Create a Case Macro<\/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-304325'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>2. <\/span>A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. <br \/>\r<br>What are two key considerations for this integration? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_2' value='304325' \/><input type='hidden' id='answerType304325' 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-304325[]' id='answer-id-1192390' class='answer   answerof-304325 ' value='1192390'   \/><label for='answer-id-1192390' id='answer-label-1192390' class=' answer'><span>CTI Adapter configuration<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304325[]' id='answer-id-1192391' class='answer   answerof-304325 ' value='1192391'   \/><label for='answer-id-1192391' id='answer-label-1192391' class=' answer'><span>Lightning Console enablement<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304325[]' id='answer-id-1192392' class='answer   answerof-304325 ' value='1192392'   \/><label for='answer-id-1192392' id='answer-label-1192392' class=' answer'><span>Call Center Definition File creation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304325[]' id='answer-id-1192393' class='answer   answerof-304325 ' value='1192393'   \/><label for='answer-id-1192393' id='answer-label-1192393' class=' answer'><span>Service Console case creation configuration<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-3' style=';'><div id='questionWrap-3'  class='   watupro-question-id-304326'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>3. <\/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_3' value='304326' \/><input type='hidden' id='answerType304326' 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-304326[]' id='answer-id-1192394' class='answer   answerof-304326 ' value='1192394'   \/><label for='answer-id-1192394' id='answer-label-1192394' class=' answer'><span>Omni-Channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304326[]' id='answer-id-1192395' class='answer   answerof-304326 ' value='1192395'   \/><label for='answer-id-1192395' id='answer-label-1192395' class=' answer'><span>Entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304326[]' id='answer-id-1192396' class='answer   answerof-304326 ' value='1192396'   \/><label for='answer-id-1192396' id='answer-label-1192396' class=' answer'><span>Case Escalation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304326[]' id='answer-id-1192397' class='answer   answerof-304326 ' value='1192397'   \/><label for='answer-id-1192397' id='answer-label-1192397' class=' answer'><span>Case Milestones<\/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-304327'>\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='304327' \/><input type='hidden' id='answerType304327' 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-304327[]' id='answer-id-1192398' class='answer   answerof-304327 ' value='1192398'   \/><label for='answer-id-1192398' id='answer-label-1192398' 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-304327[]' id='answer-id-1192399' class='answer   answerof-304327 ' value='1192399'   \/><label for='answer-id-1192399' id='answer-label-1192399' class=' answer'><span>Average call handle time by team.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304327[]' id='answer-id-1192400' class='answer   answerof-304327 ' value='1192400'   \/><label for='answer-id-1192400' id='answer-label-1192400' 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-304327[]' id='answer-id-1192401' class='answer   answerof-304327 ' value='1192401'   \/><label for='answer-id-1192401' id='answer-label-1192401' 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-304328'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>5. <\/span>Which three are characteristics of Visual Workflow? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_5' value='304328' \/><input type='hidden' id='answerType304328' 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-304328[]' id='answer-id-1192402' class='answer   answerof-304328 ' value='1192402'   \/><label for='answer-id-1192402' id='answer-label-1192402' class=' answer'><span>Apex code must be used to update fields in the database.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304328[]' id='answer-id-1192403' class='answer   answerof-304328 ' value='1192403'   \/><label for='answer-id-1192403' id='answer-label-1192403' class=' answer'><span>Elements can be used to pass data to legacy systems.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304328[]' id='answer-id-1192404' class='answer   answerof-304328 ' value='1192404'   \/><label for='answer-id-1192404' id='answer-label-1192404' class=' answer'><span>Apex code must be used to pass data to legacy systems.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304328[]' id='answer-id-1192405' class='answer   answerof-304328 ' value='1192405'   \/><label for='answer-id-1192405' id='answer-label-1192405' class=' answer'><span>Only one version of a flow can be activated at a time.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304328[]' id='answer-id-1192406' class='answer   answerof-304328 ' value='1192406'   \/><label for='answer-id-1192406' id='answer-label-1192406' class=' answer'><span>Elements can be used to update fields in the database.<\/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-304329'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>6. <\/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_6' value='304329' \/><input type='hidden' id='answerType304329' 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-304329[]' id='answer-id-1192407' class='answer   answerof-304329 ' value='1192407'   \/><label for='answer-id-1192407' id='answer-label-1192407' class=' answer'><span>Knowledge search query with no results.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304329[]' id='answer-id-1192408' class='answer   answerof-304329 ' value='1192408'   \/><label for='answer-id-1192408' id='answer-label-1192408' class=' answer'><span>Knowledge articles with the lowest rating.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304329[]' id='answer-id-1192409' class='answer   answerof-304329 ' value='1192409'   \/><label for='answer-id-1192409' id='answer-label-1192409' 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-304329[]' id='answer-id-1192410' class='answer   answerof-304329 ' value='1192410'   \/><label for='answer-id-1192410' id='answer-label-1192410' 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-7' style=';'><div id='questionWrap-7'  class='   watupro-question-id-304330'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>7. <\/span>Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: <br \/>\r<br>&#8226; Agents need to collaborate with other teams. <br \/>\r<br>&#8226; The product development team needs to be alerted on high-priority cases for specific products. <br \/>\r<br>Which solution will meet these requirements?<\/div><input type='hidden' name='question_id[]' id='qID_7' value='304330' \/><input type='hidden' id='answerType304330' 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-304330[]' id='answer-id-1192411' class='answer   answerof-304330 ' value='1192411'   \/><label for='answer-id-1192411' id='answer-label-1192411' class=' answer'><span>Use Process Builder for notifications and case teams to monitor cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304330[]' id='answer-id-1192412' class='answer   answerof-304330 ' value='1192412'   \/><label for='answer-id-1192412' id='answer-label-1192412' class=' answer'><span>Use Process Builder for notifications and account teams to monitor cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304330[]' id='answer-id-1192413' class='answer   answerof-304330 ' value='1192413'   \/><label for='answer-id-1192413' id='answer-label-1192413' class=' answer'><span>Use escalation rules for notifications and account teams to monitor cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304330[]' id='answer-id-1192414' class='answer   answerof-304330 ' value='1192414'   \/><label for='answer-id-1192414' id='answer-label-1192414' class=' answer'><span>Use escalation rules for notifications and case teams to monitor cases.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-8' style=';'><div id='questionWrap-8'  class='   watupro-question-id-304331'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>8. <\/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_8' value='304331' \/><input type='hidden' id='answerType304331' 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-304331[]' id='answer-id-1192415' class='answer   answerof-304331 ' value='1192415'   \/><label for='answer-id-1192415' id='answer-label-1192415' class=' answer'><span>Number of calls offered<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304331[]' id='answer-id-1192416' class='answer   answerof-304331 ' value='1192416'   \/><label for='answer-id-1192416' id='answer-label-1192416' class=' answer'><span>Agent utilization<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304331[]' id='answer-id-1192417' class='answer   answerof-304331 ' value='1192417'   \/><label for='answer-id-1192417' id='answer-label-1192417' class=' answer'><span>Quality monitoring score<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304331[]' id='answer-id-1192418' class='answer   answerof-304331 ' value='1192418'   \/><label for='answer-id-1192418' id='answer-label-1192418' class=' answer'><span>Schedule adherence<\/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-304332'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>9. <\/span>Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. <br \/>\r<br>What functionality should a consultant recommend to satisfy the UC's need?<\/div><input type='hidden' name='question_id[]' id='qID_9' value='304332' \/><input type='hidden' id='answerType304332' 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-304332[]' id='answer-id-1192419' class='answer   answerof-304332 ' value='1192419'   \/><label for='answer-id-1192419' id='answer-label-1192419' class=' answer'><span>omni Channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304332[]' id='answer-id-1192420' class='answer   answerof-304332 ' value='1192420'   \/><label for='answer-id-1192420' id='answer-label-1192420' class=' answer'><span>Contact Request<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304332[]' id='answer-id-1192421' class='answer   answerof-304332 ' value='1192421'   \/><label for='answer-id-1192421' id='answer-label-1192421' class=' answer'><span>Field Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304332[]' id='answer-id-1192422' class='answer   answerof-304332 ' value='1192422'   \/><label for='answer-id-1192422' id='answer-label-1192422' class=' answer'><span>Mobile Connect<\/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-304333'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>10. <\/span>Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days. <br \/>\r<br>Which approach should a consultant implement?<\/div><input type='hidden' name='question_id[]' id='qID_10' value='304333' \/><input type='hidden' id='answerType304333' 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-304333[]' id='answer-id-1192423' class='answer   answerof-304333 ' value='1192423'   \/><label for='answer-id-1192423' id='answer-label-1192423' class=' answer'><span>Define case auto-response rules.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304333[]' id='answer-id-1192424' class='answer   answerof-304333 ' value='1192424'   \/><label for='answer-id-1192424' id='answer-label-1192424' class=' answer'><span>Estabalish case assignment rules.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304333[]' id='answer-id-1192425' class='answer   answerof-304333 ' value='1192425'   \/><label for='answer-id-1192425' id='answer-label-1192425' class=' answer'><span>Use Flow Builder to create a flow with scheduled path.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304333[]' id='answer-id-1192426' class='answer   answerof-304333 ' value='1192426'   \/><label for='answer-id-1192426' id='answer-label-1192426' class=' answer'><span>Configure case escalation rules.<\/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-304334'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>11. <\/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_11' value='304334' \/><input type='hidden' id='answerType304334' 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-304334[]' id='answer-id-1192427' class='answer   answerof-304334 ' value='1192427'   \/><label for='answer-id-1192427' id='answer-label-1192427' class=' answer'><span>Push Notifications<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304334[]' id='answer-id-1192428' class='answer   answerof-304334 ' value='1192428'   \/><label for='answer-id-1192428' id='answer-label-1192428' class=' answer'><span>Case Feed<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304334[]' id='answer-id-1192429' class='answer   answerof-304334 ' value='1192429'   \/><label for='answer-id-1192429' id='answer-label-1192429' class=' answer'><span>Omni-channel Supervisor<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304334[]' id='answer-id-1192430' class='answer   answerof-304334 ' value='1192430'   \/><label for='answer-id-1192430' id='answer-label-1192430' class=' answer'><span>Next Best Actions<\/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-304335'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>12. <\/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_12' value='304335' \/><input type='hidden' id='answerType304335' 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-304335[]' id='answer-id-1192431' class='answer   answerof-304335 ' value='1192431'   \/><label for='answer-id-1192431' id='answer-label-1192431' class=' answer'><span>Customer community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304335[]' id='answer-id-1192432' class='answer   answerof-304335 ' value='1192432'   \/><label for='answer-id-1192432' id='answer-label-1192432' class=' answer'><span>Knowledge base<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304335[]' id='answer-id-1192433' class='answer   answerof-304335 ' value='1192433'   \/><label for='answer-id-1192433' id='answer-label-1192433' class=' answer'><span>Service cloud console<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304335[]' id='answer-id-1192434' class='answer   answerof-304335 ' value='1192434'   \/><label for='answer-id-1192434' id='answer-label-1192434' class=' answer'><span>Automatic call distribution<\/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-304336'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>13. <\/span>Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. <br \/>\r<br>What should a consultant recommend to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_13' value='304336' \/><input type='hidden' id='answerType304336' 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-304336[]' id='answer-id-1192435' class='answer   answerof-304336 ' value='1192435'   \/><label for='answer-id-1192435' id='answer-label-1192435' class=' answer'><span>Social Persona for Twitter and Facebook.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304336[]' id='answer-id-1192436' class='answer   answerof-304336 ' value='1192436'   \/><label for='answer-id-1192436' id='answer-label-1192436' class=' answer'><span>Social Media Marketing message tagging.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304336[]' id='answer-id-1192437' class='answer   answerof-304336 ' value='1192437'   \/><label for='answer-id-1192437' id='answer-label-1192437' class=' answer'><span>Social Customer Service for Twitter and Facebook.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304336[]' id='answer-id-1192438' class='answer   answerof-304336 ' value='1192438'   \/><label for='answer-id-1192438' id='answer-label-1192438' class=' answer'><span>Einstein Bot social queues.<\/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-304337'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>14. <\/span>A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management. <br \/>\r<br>What is the recommended method to decrease the time it takes to close cases?<\/div><input type='hidden' name='question_id[]' id='qID_14' value='304337' \/><input type='hidden' id='answerType304337' 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-304337[]' id='answer-id-1192439' class='answer   answerof-304337 ' value='1192439'   \/><label for='answer-id-1192439' id='answer-label-1192439' class=' answer'><span>Create Synonym Groups.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304337[]' id='answer-id-1192440' class='answer   answerof-304337 ' value='1192440'   \/><label for='answer-id-1192440' id='answer-label-1192440' class=' answer'><span>Create Article Translation.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304337[]' id='answer-id-1192441' class='answer   answerof-304337 ' value='1192441'   \/><label for='answer-id-1192441' id='answer-label-1192441' class=' answer'><span>Enable Suggested Articles.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304337[]' id='answer-id-1192442' class='answer   answerof-304337 ' value='1192442'   \/><label for='answer-id-1192442' id='answer-label-1192442' class=' answer'><span>Add Data Category Groups.<\/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-304338'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>15. <\/span>Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. <br \/>\r<br>How should the consultant implement these requirements?<\/div><input type='hidden' name='question_id[]' id='qID_15' value='304338' \/><input type='hidden' id='answerType304338' 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-304338[]' id='answer-id-1192443' class='answer   answerof-304338 ' value='1192443'   \/><label for='answer-id-1192443' id='answer-label-1192443' class=' answer'><span>Change the org-wide default for cases and contacts internal access to private.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304338[]' id='answer-id-1192444' class='answer   answerof-304338 ' value='1192444'   \/><label for='answer-id-1192444' id='answer-label-1192444' class=' answer'><span>Update the case assignment rule to add the site member to the predefined case team.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304338[]' id='answer-id-1192445' class='answer   answerof-304338 ' value='1192445'   \/><label for='answer-id-1192445' id='answer-label-1192445' class=' answer'><span>Create a sharing rule to share the contact record with the site member.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304338[]' id='answer-id-1192446' class='answer   answerof-304338 ' value='1192446'   \/><label for='answer-id-1192446' id='answer-label-1192446' class=' answer'><span>Set up a sharing set to grant access based on the site member's contact record.<\/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-304339'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>16. <\/span>Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack. <br \/>\r<br>Which two feature should the consultant recommend as part of the deployment?<\/div><input type='hidden' name='question_id[]' id='qID_16' value='304339' \/><input type='hidden' id='answerType304339' 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-304339[]' id='answer-id-1192447' class='answer   answerof-304339 ' value='1192447'   \/><label for='answer-id-1192447' id='answer-label-1192447' class=' answer'><span>Select two Twitter or Facebook accounts.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304339[]' id='answer-id-1192448' class='answer   answerof-304339 ' value='1192448'   \/><label for='answer-id-1192448' id='answer-label-1192448' class=' answer'><span>Create and assign permission sets to give agents social account access.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304339[]' id='answer-id-1192449' class='answer   answerof-304339 ' value='1192449'   \/><label for='answer-id-1192449' id='answer-label-1192449' class=' answer'><span>Retrieve Social Studio credentials.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304339[]' id='answer-id-1192450' class='answer   answerof-304339 ' value='1192450'   \/><label for='answer-id-1192450' id='answer-label-1192450' class=' answer'><span>Enable the Moderation feature to automatically create cases from posts.<\/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-304340'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>17. <\/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_17' value='304340' \/><input type='hidden' id='answerType304340' 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-304340[]' id='answer-id-1192451' class='answer   answerof-304340 ' value='1192451'   \/><label for='answer-id-1192451' id='answer-label-1192451' 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-304340[]' id='answer-id-1192452' class='answer   answerof-304340 ' value='1192452'   \/><label for='answer-id-1192452' id='answer-label-1192452' 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-304340[]' id='answer-id-1192453' class='answer   answerof-304340 ' value='1192453'   \/><label for='answer-id-1192453' id='answer-label-1192453' 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-304340[]' id='answer-id-1192454' class='answer   answerof-304340 ' value='1192454'   \/><label for='answer-id-1192454' id='answer-label-1192454' 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-18' style=';'><div id='questionWrap-18'  class='   watupro-question-id-304341'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>18. <\/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_18' value='304341' \/><input type='hidden' id='answerType304341' 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-304341[]' id='answer-id-1192455' class='answer   answerof-304341 ' value='1192455'   \/><label for='answer-id-1192455' id='answer-label-1192455' 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-304341[]' id='answer-id-1192456' class='answer   answerof-304341 ' value='1192456'   \/><label for='answer-id-1192456' id='answer-label-1192456' 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-304341[]' id='answer-id-1192457' class='answer   answerof-304341 ' value='1192457'   \/><label for='answer-id-1192457' id='answer-label-1192457' 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-304341[]' id='answer-id-1192458' class='answer   answerof-304341 ' value='1192458'   \/><label for='answer-id-1192458' id='answer-label-1192458' 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-304341[]' id='answer-id-1192459' class='answer   answerof-304341 ' value='1192459'   \/><label for='answer-id-1192459' id='answer-label-1192459' 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-19' style=';'><div id='questionWrap-19'  class='   watupro-question-id-304342'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>19. <\/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_19' value='304342' \/><input type='hidden' id='answerType304342' 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-304342[]' id='answer-id-1192460' class='answer   answerof-304342 ' value='1192460'   \/><label for='answer-id-1192460' id='answer-label-1192460' class=' answer'><span>Configure Case Escalation Rules.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304342[]' id='answer-id-1192461' class='answer   answerof-304342 ' value='1192461'   \/><label for='answer-id-1192461' id='answer-label-1192461' class=' answer'><span>Define Entitlement and Milestones.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304342[]' id='answer-id-1192462' class='answer   answerof-304342 ' value='1192462'   \/><label for='answer-id-1192462' id='answer-label-1192462' class=' answer'><span>Use Process Builder with Scheduled Actions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304342[]' id='answer-id-1192463' class='answer   answerof-304342 ' value='1192463'   \/><label for='answer-id-1192463' id='answer-label-1192463' class=' answer'><span>Enable Omni-Channel Routing.<\/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-304343'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>20. <\/span>Milestones can be added to which three object types? Choose 3 Answers<\/div><input type='hidden' name='question_id[]' id='qID_20' value='304343' \/><input type='hidden' id='answerType304343' 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-304343[]' id='answer-id-1192464' class='answer   answerof-304343 ' value='1192464'   \/><label for='answer-id-1192464' id='answer-label-1192464' class=' answer'><span>Work order<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304343[]' id='answer-id-1192465' class='answer   answerof-304343 ' value='1192465'   \/><label for='answer-id-1192465' id='answer-label-1192465' class=' answer'><span>Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304343[]' id='answer-id-1192466' class='answer   answerof-304343 ' value='1192466'   \/><label for='answer-id-1192466' id='answer-label-1192466' class=' answer'><span>Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304343[]' id='answer-id-1192467' class='answer   answerof-304343 ' value='1192467'   \/><label for='answer-id-1192467' id='answer-label-1192467' class=' answer'><span>Entitlement<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304343[]' id='answer-id-1192468' class='answer   answerof-304343 ' value='1192468'   \/><label for='answer-id-1192468' id='answer-label-1192468' class=' answer'><span>Account<\/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-304344'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>21. <\/span>Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. <br \/>\r<br>Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_21' value='304344' \/><input type='hidden' id='answerType304344' 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-304344[]' id='answer-id-1192469' class='answer   answerof-304344 ' value='1192469'   \/><label for='answer-id-1192469' id='answer-label-1192469' class=' answer'><span>Omni-Channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304344[]' id='answer-id-1192470' class='answer   answerof-304344 ' value='1192470'   \/><label for='answer-id-1192470' id='answer-label-1192470' class=' answer'><span>Publisher Actions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304344[]' id='answer-id-1192471' class='answer   answerof-304344 ' value='1192471'   \/><label for='answer-id-1192471' id='answer-label-1192471' class=' answer'><span>Macros<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304344[]' id='answer-id-1192472' class='answer   answerof-304344 ' value='1192472'   \/><label for='answer-id-1192472' id='answer-label-1192472' class=' answer'><span>Quick Text<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304344[]' id='answer-id-1192473' class='answer   answerof-304344 ' value='1192473'   \/><label for='answer-id-1192473' id='answer-label-1192473' class=' answer'><span>Chatter<\/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-304345'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>22. <\/span>Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. <br \/>\r<br>What should the consultant recommend to meet the requirements?<\/div><input type='hidden' name='question_id[]' id='qID_22' value='304345' \/><input type='hidden' id='answerType304345' 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-304345[]' id='answer-id-1192474' class='answer   answerof-304345 ' value='1192474'   \/><label for='answer-id-1192474' id='answer-label-1192474' class=' answer'><span>Allow Comments on Knowledge articles.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304345[]' id='answer-id-1192475' class='answer   answerof-304345 ' value='1192475'   \/><label for='answer-id-1192475' id='answer-label-1192475' class=' answer'><span>Implement Case Assignment Rules.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304345[]' id='answer-id-1192476' class='answer   answerof-304345 ' value='1192476'   \/><label for='answer-id-1192476' id='answer-label-1192476' class=' answer'><span>Enable Chat in an Experience Cloud site.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304345[]' id='answer-id-1192477' class='answer   answerof-304345 ' value='1192477'   \/><label for='answer-id-1192477' id='answer-label-1192477' class=' answer'><span>Create a self-service Help Center.<\/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-304346'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>23. <\/span>Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours. <br \/>\r<br>The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to &quot;Run as specified user. <br \/>\r<br>What is the recommended Experience Cloud license to meet the requirements?<\/div><input type='hidden' name='question_id[]' id='qID_23' value='304346' \/><input type='hidden' id='answerType304346' 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-304346[]' id='answer-id-1192478' class='answer   answerof-304346 ' value='1192478'   \/><label for='answer-id-1192478' id='answer-label-1192478' class=' answer'><span>Service Cloud Portal<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304346[]' id='answer-id-1192479' class='answer   answerof-304346 ' value='1192479'   \/><label for='answer-id-1192479' id='answer-label-1192479' class=' answer'><span>Customer Community Login<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304346[]' id='answer-id-1192480' class='answer   answerof-304346 ' value='1192480'   \/><label for='answer-id-1192480' id='answer-label-1192480' class=' answer'><span>High Volume Customer Portal<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304346[]' id='answer-id-1192481' class='answer   answerof-304346 ' value='1192481'   \/><label for='answer-id-1192481' id='answer-label-1192481' class=' answer'><span>Partner Community Login<\/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-304347'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>24. <\/span>Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. <br \/>\r<br>What required step Should a consultant address before configuring Omni Channel?<\/div><input type='hidden' name='question_id[]' id='qID_24' value='304347' \/><input type='hidden' id='answerType304347' 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-304347[]' id='answer-id-1192482' class='answer   answerof-304347 ' value='1192482'   \/><label for='answer-id-1192482' id='answer-label-1192482' class=' answer'><span>Customize service channel settings to define how the organization receives work from various<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304347[]' id='answer-id-1192483' class='answer   answerof-304347 ' value='1192483'   \/><label for='answer-id-1192483' id='answer-label-1192483' class=' answer'><span>Create a Salesforce Case to have Omni-Channel enabled.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304347[]' id='answer-id-1192484' class='answer   answerof-304347 ' value='1192484'   \/><label for='answer-id-1192484' id='answer-label-1192484' class=' answer'><span>Create the necessary objects in Salesforce.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304347[]' id='answer-id-1192485' class='answer   answerof-304347 ' value='1192485'   \/><label for='answer-id-1192485' id='answer-label-1192485' class=' answer'><span>From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.<\/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-304348'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>25. <\/span>To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. <br \/>\r<br>How should a consultant configure this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_25' value='304348' \/><input type='hidden' id='answerType304348' 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-304348[]' id='answer-id-1192486' class='answer   answerof-304348 ' value='1192486'   \/><label for='answer-id-1192486' id='answer-label-1192486' class=' answer'><span>Add the Knowledge related list to the Case record page.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304348[]' id='answer-id-1192487' class='answer   answerof-304348 ' value='1192487'   \/><label for='answer-id-1192487' id='answer-label-1192487' class=' answer'><span>Add the Knowledge tab to the Service Console.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304348[]' id='answer-id-1192488' class='answer   answerof-304348 ' value='1192488'   \/><label for='answer-id-1192488' id='answer-label-1192488' class=' answer'><span>Add Knowledge Data Categories to each Case.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304348[]' id='answer-id-1192489' class='answer   answerof-304348 ' value='1192489'   \/><label for='answer-id-1192489' id='answer-label-1192489' class=' answer'><span>Add the Knowledge Component to the Case record page.<\/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-304349'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>26. <\/span>Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. <br \/>\r<br>Which Service Cloud feature should the Consultant recommend to address this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_26' value='304349' \/><input type='hidden' id='answerType304349' 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-304349[]' id='answer-id-1192490' class='answer   answerof-304349 ' value='1192490'   \/><label for='answer-id-1192490' id='answer-label-1192490' class=' answer'><span>Salesforce Console<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304349[]' id='answer-id-1192491' class='answer   answerof-304349 ' value='1192491'   \/><label for='answer-id-1192491' id='answer-label-1192491' class=' answer'><span>Entitlements and Milestones<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304349[]' id='answer-id-1192492' class='answer   answerof-304349 ' value='1192492'   \/><label for='answer-id-1192492' id='answer-label-1192492' class=' answer'><span>Case Escalation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304349[]' id='answer-id-1192493' class='answer   answerof-304349 ' value='1192493'   \/><label for='answer-id-1192493' id='answer-label-1192493' class=' answer'><span>Case Assignment<\/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-304350'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>27. <\/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_27' value='304350' \/><input type='hidden' id='answerType304350' 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-304350[]' id='answer-id-1192494' class='answer   answerof-304350 ' value='1192494'   \/><label for='answer-id-1192494' id='answer-label-1192494' 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-304350[]' id='answer-id-1192495' class='answer   answerof-304350 ' value='1192495'   \/><label for='answer-id-1192495' id='answer-label-1192495' 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-304350[]' id='answer-id-1192496' class='answer   answerof-304350 ' value='1192496'   \/><label for='answer-id-1192496' id='answer-label-1192496' 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-304350[]' id='answer-id-1192497' class='answer   answerof-304350 ' value='1192497'   \/><label for='answer-id-1192497' id='answer-label-1192497' 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-28' style=';'><div id='questionWrap-28'  class='   watupro-question-id-304351'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>28. <\/span>Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. <br \/>\r<br>Which solution should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_28' value='304351' \/><input type='hidden' id='answerType304351' 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-304351[]' id='answer-id-1192498' class='answer   answerof-304351 ' value='1192498'   \/><label for='answer-id-1192498' id='answer-label-1192498' class=' answer'><span>Web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304351[]' id='answer-id-1192499' class='answer   answerof-304351 ' value='1192499'   \/><label for='answer-id-1192499' id='answer-label-1192499' class=' answer'><span>Outlook Integration<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304351[]' id='answer-id-1192500' class='answer   answerof-304351 ' value='1192500'   \/><label for='answer-id-1192500' id='answer-label-1192500' class=' answer'><span>Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304351[]' id='answer-id-1192501' class='answer   answerof-304351 ' value='1192501'   \/><label for='answer-id-1192501' id='answer-label-1192501' 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-29' style=';'><div id='questionWrap-29'  class='   watupro-question-id-304352'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>29. <\/span>Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. <br \/>\r<br>What should be used for migration functionality?<\/div><input type='hidden' name='question_id[]' id='qID_29' value='304352' \/><input type='hidden' id='answerType304352' 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-304352[]' id='answer-id-1192502' class='answer   answerof-304352 ' value='1192502'   \/><label for='answer-id-1192502' id='answer-label-1192502' class=' answer'><span>Visual Studio Code and change sets<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304352[]' id='answer-id-1192503' class='answer   answerof-304352 ' value='1192503'   \/><label for='answer-id-1192503' id='answer-label-1192503' class=' answer'><span>Mass Transfer Records, change sets, and Visual Studio Code<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304352[]' id='answer-id-1192504' class='answer   answerof-304352 ' value='1192504'   \/><label for='answer-id-1192504' id='answer-label-1192504' class=' answer'><span>Visual Workflow, data loader, and Force.com IDE<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304352[]' id='answer-id-1192505' class='answer   answerof-304352 ' value='1192505'   \/><label for='answer-id-1192505' id='answer-label-1192505' class=' answer'><span>Data loader, change sets, and Force.com Excel Connector<\/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-304353'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>30. <\/span>A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. <br \/>\r<br>Which action should be taken to reduce the call volumes and escalations?<\/div><input type='hidden' name='question_id[]' id='qID_30' value='304353' \/><input type='hidden' id='answerType304353' 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-304353[]' id='answer-id-1192506' class='answer   answerof-304353 ' value='1192506'   \/><label for='answer-id-1192506' id='answer-label-1192506' 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-304353[]' id='answer-id-1192507' class='answer   answerof-304353 ' value='1192507'   \/><label for='answer-id-1192507' id='answer-label-1192507' 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-304353[]' id='answer-id-1192508' class='answer   answerof-304353 ' value='1192508'   \/><label for='answer-id-1192508' id='answer-label-1192508' 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-304353[]' id='answer-id-1192509' class='answer   answerof-304353 ' value='1192509'   \/><label for='answer-id-1192509' id='answer-label-1192509' 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-31' style=';'><div id='questionWrap-31'  class='   watupro-question-id-304354'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>31. <\/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_31' value='304354' \/><input type='hidden' id='answerType304354' 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-304354[]' id='answer-id-1192510' class='answer   answerof-304354 ' value='1192510'   \/><label for='answer-id-1192510' id='answer-label-1192510' class=' answer'><span>Email-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304354[]' id='answer-id-1192511' class='answer   answerof-304354 ' value='1192511'   \/><label for='answer-id-1192511' id='answer-label-1192511' class=' answer'><span>web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304354[]' id='answer-id-1192512' class='answer   answerof-304354 ' value='1192512'   \/><label for='answer-id-1192512' id='answer-label-1192512' class=' answer'><span>An AppExchange package<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304354[]' id='answer-id-1192513' class='answer   answerof-304354 ' value='1192513'   \/><label for='answer-id-1192513' id='answer-label-1192513' 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-32' style=';'><div id='questionWrap-32'  class='   watupro-question-id-304355'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>32. <\/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_32' value='304355' \/><input type='hidden' id='answerType304355' 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-304355[]' id='answer-id-1192514' class='answer   answerof-304355 ' value='1192514'   \/><label for='answer-id-1192514' id='answer-label-1192514' class=' answer'><span>Implement Field Service Lightning.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304355[]' id='answer-id-1192515' class='answer   answerof-304355 ' value='1192515'   \/><label for='answer-id-1192515' id='answer-label-1192515' 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-304355[]' id='answer-id-1192516' class='answer   answerof-304355 ' value='1192516'   \/><label for='answer-id-1192516' id='answer-label-1192516' 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-304355[]' id='answer-id-1192517' class='answer   answerof-304355 ' value='1192517'   \/><label for='answer-id-1192517' id='answer-label-1192517' 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-33' style=';'><div id='questionWrap-33'  class='   watupro-question-id-304356'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>33. <\/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_33' value='304356' \/><input type='hidden' id='answerType304356' 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-304356[]' id='answer-id-1192518' class='answer   answerof-304356 ' value='1192518'   \/><label for='answer-id-1192518' id='answer-label-1192518' 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-304356[]' id='answer-id-1192519' class='answer   answerof-304356 ' value='1192519'   \/><label for='answer-id-1192519' id='answer-label-1192519' 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-304356[]' id='answer-id-1192520' class='answer   answerof-304356 ' value='1192520'   \/><label for='answer-id-1192520' id='answer-label-1192520' 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-304356[]' id='answer-id-1192521' class='answer   answerof-304356 ' value='1192521'   \/><label for='answer-id-1192521' id='answer-label-1192521' 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-34' style=';'><div id='questionWrap-34'  class='   watupro-question-id-304357'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>34. <\/span>Metrics show that Universal Containers has a high call abandonment rate. <br \/>\r<br>Which two strategies should a consultant recommend? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_34' value='304357' \/><input type='hidden' id='answerType304357' 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-304357[]' id='answer-id-1192522' class='answer   answerof-304357 ' value='1192522'   \/><label for='answer-id-1192522' id='answer-label-1192522' class=' answer'><span>Simplify the interactive voice response (IVR) tree.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304357[]' id='answer-id-1192523' class='answer   answerof-304357 ' value='1192523'   \/><label for='answer-id-1192523' id='answer-label-1192523' class=' answer'><span>Set up Email-to-Case.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304357[]' id='answer-id-1192524' class='answer   answerof-304357 ' value='1192524'   \/><label for='answer-id-1192524' id='answer-label-1192524' class=' answer'><span>Use Assignment rules and case queues.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304357[]' id='answer-id-1192525' class='answer   answerof-304357 ' value='1192525'   \/><label for='answer-id-1192525' id='answer-label-1192525' class=' answer'><span>Add additional agents to lower average hold time.<\/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-304358'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>35. <\/span>Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases. <br \/>\r<br>What is the recommended method to meet the requirements?<\/div><input type='hidden' name='question_id[]' id='qID_35' value='304358' \/><input type='hidden' id='answerType304358' 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-304358[]' id='answer-id-1192526' class='answer   answerof-304358 ' value='1192526'   \/><label for='answer-id-1192526' id='answer-label-1192526' class=' answer'><span>Select Flag as new version' checkbox when publishing.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304358[]' id='answer-id-1192527' class='answer   answerof-304358 ' value='1192527'   \/><label for='answer-id-1192527' id='answer-label-1192527' class=' answer'><span>Use Smart Link to Article to select the prior version.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304358[]' id='answer-id-1192528' class='answer   answerof-304358 ' value='1192528'   \/><label for='answer-id-1192528' id='answer-label-1192528' class=' answer'><span>Enable Knowledge User for Service Agents.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304358[]' id='answer-id-1192529' class='answer   answerof-304358 ' value='1192529'   \/><label for='answer-id-1192529' id='answer-label-1192529' class=' answer'><span>Use the Clone option to create a new article.<\/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-304359'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>36. <\/span>When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. <br \/>\r<br>How should a Consultant configure the Lighting Service Console to support this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_36' value='304359' \/><input type='hidden' id='answerType304359' 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-304359[]' id='answer-id-1192530' class='answer   answerof-304359 ' value='1192530'   \/><label for='answer-id-1192530' id='answer-label-1192530' class=' answer'><span>Account tabs and Cases tab<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304359[]' id='answer-id-1192531' class='answer   answerof-304359 ' value='1192531'   \/><label for='answer-id-1192531' id='answer-label-1192531' class=' answer'><span>Case tabs with Account subtabs<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304359[]' id='answer-id-1192532' class='answer   answerof-304359 ' value='1192532'   \/><label for='answer-id-1192532' id='answer-label-1192532' class=' answer'><span>Account tab with Cases related list<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304359[]' id='answer-id-1192533' class='answer   answerof-304359 ' value='1192533'   \/><label for='answer-id-1192533' id='answer-label-1192533' class=' answer'><span>Account tabs with Case Subtabs<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-37' style=';'><div id='questionWrap-37'  class='   watupro-question-id-304360'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>37. <\/span>Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. <br \/>\r<br>What is the recommended method to improve the support experience while providing expert-level support?<\/div><input type='hidden' name='question_id[]' id='qID_37' value='304360' \/><input type='hidden' id='answerType304360' 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-304360[]' id='answer-id-1192534' class='answer   answerof-304360 ' value='1192534'   \/><label for='answer-id-1192534' id='answer-label-1192534' class=' answer'><span>Omni-Channel Routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304360[]' id='answer-id-1192535' class='answer   answerof-304360 ' value='1192535'   \/><label for='answer-id-1192535' id='answer-label-1192535' class=' answer'><span>Visual Remote Assistant<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304360[]' id='answer-id-1192536' class='answer   answerof-304360 ' value='1192536'   \/><label for='answer-id-1192536' id='answer-label-1192536' class=' answer'><span>Workforce Engagement Self Scheduling<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304360[]' id='answer-id-1192537' class='answer   answerof-304360 ' value='1192537'   \/><label for='answer-id-1192537' id='answer-label-1192537' class=' answer'><span>Field Service Scheduler<\/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-304361'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>38. <\/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_38' value='304361' \/><input type='hidden' id='answerType304361' 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-304361[]' id='answer-id-1192538' class='answer   answerof-304361 ' value='1192538'   \/><label for='answer-id-1192538' id='answer-label-1192538' class=' answer'><span>Web-to-Case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304361[]' id='answer-id-1192539' class='answer   answerof-304361 ' value='1192539'   \/><label for='answer-id-1192539' id='answer-label-1192539' class=' answer'><span>Embedded Chat Service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304361[]' id='answer-id-1192540' class='answer   answerof-304361 ' value='1192540'   \/><label for='answer-id-1192540' id='answer-label-1192540' class=' answer'><span>Customer Community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304361[]' id='answer-id-1192541' class='answer   answerof-304361 ' value='1192541'   \/><label for='answer-id-1192541' id='answer-label-1192541' class=' answer'><span>Case Assignment Rules<\/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-304362'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>39. <\/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_39' value='304362' \/><input type='hidden' id='answerType304362' 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-304362[]' id='answer-id-1192542' class='answer   answerof-304362 ' value='1192542'   \/><label for='answer-id-1192542' id='answer-label-1192542' class=' answer'><span>Search utility component<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304362[]' id='answer-id-1192543' class='answer   answerof-304362 ' value='1192543'   \/><label for='answer-id-1192543' id='answer-label-1192543' class=' answer'><span>Comment search component<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304362[]' id='answer-id-1192544' class='answer   answerof-304362 ' value='1192544'   \/><label for='answer-id-1192544' id='answer-label-1192544' class=' answer'><span>Comments list view<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304362[]' id='answer-id-1192545' class='answer   answerof-304362 ' value='1192545'   \/><label for='answer-id-1192545' id='answer-label-1192545' class=' answer'><span>Global search<\/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-304363'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>40. <\/span>Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. <br \/>\r<br>What should the consultant recommend to mitigation these concerns?<\/div><input type='hidden' name='question_id[]' id='qID_40' value='304363' \/><input type='hidden' id='answerType304363' 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-304363[]' id='answer-id-1192546' class='answer   answerof-304363 ' value='1192546'   \/><label for='answer-id-1192546' id='answer-label-1192546' class=' answer'><span>Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304363[]' id='answer-id-1192547' class='answer   answerof-304363 ' value='1192547'   \/><label for='answer-id-1192547' id='answer-label-1192547' class=' answer'><span>Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304363[]' id='answer-id-1192548' class='answer   answerof-304363 ' value='1192548'   \/><label for='answer-id-1192548' id='answer-label-1192548' class=' answer'><span>Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304363[]' id='answer-id-1192549' class='answer   answerof-304363 ' value='1192549'   \/><label for='answer-id-1192549' id='answer-label-1192549' class=' answer'><span>Configure the new app in developer org and use an unmanaged package to deploy to production.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-41' style=';'><div id='questionWrap-41'  class='   watupro-question-id-304364'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>41. <\/span>How should a Consultant provide Suggested Article functionality to Lightning Service Console users?<\/div><input type='hidden' name='question_id[]' id='qID_41' value='304364' \/><input type='hidden' id='answerType304364' 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-304364[]' id='answer-id-1192550' class='answer   answerof-304364 ' value='1192550'   \/><label for='answer-id-1192550' id='answer-label-1192550' class=' answer'><span>Add the Knowledge Component to the Service Console.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304364[]' id='answer-id-1192551' class='answer   answerof-304364 ' value='1192551'   \/><label for='answer-id-1192551' id='answer-label-1192551' class=' answer'><span>Add the Knowledge tab to the Console app.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304364[]' id='answer-id-1192552' class='answer   answerof-304364 ' value='1192552'   \/><label for='answer-id-1192552' id='answer-label-1192552' class=' answer'><span>Create email templates with Knowledge Articles attached.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304364[]' id='answer-id-1192553' class='answer   answerof-304364 ' value='1192553'   \/><label for='answer-id-1192553' id='answer-label-1192553' class=' answer'><span>Add the Suggested Article widget to the Case page layout.<\/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-304365'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>42. <\/span>Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?<\/div><input type='hidden' name='question_id[]' id='qID_42' value='304365' \/><input type='hidden' id='answerType304365' 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-304365[]' id='answer-id-1192554' class='answer   answerof-304365 ' value='1192554'   \/><label for='answer-id-1192554' id='answer-label-1192554' class=' answer'><span>Service Console Macros<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304365[]' id='answer-id-1192555' class='answer   answerof-304365 ' value='1192555'   \/><label for='answer-id-1192555' id='answer-label-1192555' class=' answer'><span>Lightning Guided Engagement<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304365[]' id='answer-id-1192556' class='answer   answerof-304365 ' value='1192556'   \/><label for='answer-id-1192556' id='answer-label-1192556' class=' answer'><span>Path for Cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304365[]' id='answer-id-1192557' class='answer   answerof-304365 ' value='1192557'   \/><label for='answer-id-1192557' id='answer-label-1192557' class=' answer'><span>Lightning Flow Component<\/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-304366'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>43. <\/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_43' value='304366' \/><input type='hidden' id='answerType304366' 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-304366[]' id='answer-id-1192558' class='answer   answerof-304366 ' value='1192558'   \/><label for='answer-id-1192558' id='answer-label-1192558' class=' answer'><span>Increased call deflection<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304366[]' id='answer-id-1192559' class='answer   answerof-304366 ' value='1192559'   \/><label for='answer-id-1192559' id='answer-label-1192559' class=' answer'><span>Increased call routing accuracy<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304366[]' id='answer-id-1192560' class='answer   answerof-304366 ' value='1192560'   \/><label for='answer-id-1192560' id='answer-label-1192560' class=' answer'><span>Reduced issue resolution time<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304366[]' id='answer-id-1192561' class='answer   answerof-304366 ' value='1192561'   \/><label for='answer-id-1192561' id='answer-label-1192561' class=' answer'><span>Reduced support channels<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304366[]' id='answer-id-1192562' class='answer   answerof-304366 ' value='1192562'   \/><label for='answer-id-1192562' id='answer-label-1192562' class=' answer'><span>Optimized use of resources<\/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-304367'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>44. <\/span>The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. <br \/>\r<br>What should a consultant configure to satisfy this request?<\/div><input type='hidden' name='question_id[]' id='qID_44' value='304367' \/><input type='hidden' id='answerType304367' 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-304367[]' id='answer-id-1192563' class='answer   answerof-304367 ' value='1192563'   \/><label for='answer-id-1192563' id='answer-label-1192563' class=' answer'><span>Create a macro to send an email with the article to the customer.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304367[]' id='answer-id-1192564' class='answer   answerof-304367 ' value='1192564'   \/><label for='answer-id-1192564' id='answer-label-1192564' class=' answer'><span>Create a workflow email alert to send the article to the customer.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304367[]' id='answer-id-1192565' class='answer   answerof-304367 ' value='1192565'   \/><label for='answer-id-1192565' id='answer-label-1192565' class=' answer'><span>Create an auto-response rule to send the article to the customer.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304367[]' id='answer-id-1192566' class='answer   answerof-304367 ' value='1192566'   \/><label for='answer-id-1192566' id='answer-label-1192566' class=' answer'><span>Create a Lightning email template to send the article to the customer.<\/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-304368'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>45. <\/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_45' value='304368' \/><input type='hidden' id='answerType304368' 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-304368[]' id='answer-id-1192567' class='answer   answerof-304368 ' value='1192567'   \/><label for='answer-id-1192567' id='answer-label-1192567' class=' answer'><span>Enable Keyboard shortcuts<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304368[]' id='answer-id-1192568' class='answer   answerof-304368 ' value='1192568'   \/><label for='answer-id-1192568' id='answer-label-1192568' class=' answer'><span>Define criteria-based record page components<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304368[]' id='answer-id-1192569' class='answer   answerof-304368 ' value='1192569'   \/><label for='answer-id-1192569' id='answer-label-1192569' class=' answer'><span>Configure Macros<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304368[]' id='answer-id-1192570' class='answer   answerof-304368 ' value='1192570'   \/><label for='answer-id-1192570' id='answer-label-1192570' class=' answer'><span>Create multiple Console layouts<\/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-304369'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>46. <\/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_46' value='304369' \/><input type='hidden' id='answerType304369' 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-304369[]' id='answer-id-1192571' class='answer   answerof-304369 ' value='1192571'   \/><label for='answer-id-1192571' id='answer-label-1192571' 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-304369[]' id='answer-id-1192572' class='answer   answerof-304369 ' value='1192572'   \/><label for='answer-id-1192572' id='answer-label-1192572' 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-304369[]' id='answer-id-1192573' class='answer   answerof-304369 ' value='1192573'   \/><label for='answer-id-1192573' id='answer-label-1192573' 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-304369[]' id='answer-id-1192574' class='answer   answerof-304369 ' value='1192574'   \/><label for='answer-id-1192574' id='answer-label-1192574' 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-47' style=';'><div id='questionWrap-47'  class='   watupro-question-id-304370'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>47. <\/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_47' value='304370' \/><input type='hidden' id='answerType304370' 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-304370[]' id='answer-id-1192575' class='answer   answerof-304370 ' value='1192575'   \/><label for='answer-id-1192575' id='answer-label-1192575' 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-304370[]' id='answer-id-1192576' class='answer   answerof-304370 ' value='1192576'   \/><label for='answer-id-1192576' id='answer-label-1192576' class=' answer'><span>Use the Lightning Knowledge Migration Tool and choose 'include files'.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304370[]' id='answer-id-1192577' class='answer   answerof-304370 ' value='1192577'   \/><label for='answer-id-1192577' id='answer-label-1192577' 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-304370[]' id='answer-id-1192578' class='answer   answerof-304370 ' value='1192578'   \/><label for='answer-id-1192578' id='answer-label-1192578' class=' answer'><span>Post the Files to the Chatter Feed on each Article.<\/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-304371'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>48. <\/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_48' value='304371' \/><input type='hidden' id='answerType304371' 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-304371[]' id='answer-id-1192579' class='answer   answerof-304371 ' value='1192579'   \/><label for='answer-id-1192579' id='answer-label-1192579' class=' answer'><span>Prepare, Plan, Test, Execute, Validate<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304371[]' id='answer-id-1192580' class='answer   answerof-304371 ' value='1192580'   \/><label for='answer-id-1192580' id='answer-label-1192580' class=' answer'><span>Plan, Prepare, Test, Execute, Validate<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304371[]' id='answer-id-1192581' class='answer   answerof-304371 ' value='1192581'   \/><label for='answer-id-1192581' id='answer-label-1192581' class=' answer'><span>Prepare, Plan, Validate, Execute, Test<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304371[]' id='answer-id-1192582' class='answer   answerof-304371 ' value='1192582'   \/><label for='answer-id-1192582' id='answer-label-1192582' 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-49' style=';'><div id='questionWrap-49'  class='   watupro-question-id-304372'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>49. <\/span>Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. <br \/>\r<br>How should this be implemented? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_49' value='304372' \/><input type='hidden' id='answerType304372' 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-304372[]' id='answer-id-1192583' class='answer   answerof-304372 ' value='1192583'   \/><label for='answer-id-1192583' id='answer-label-1192583' class=' answer'><span>Article Record Types must be created before the import.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304372[]' id='answer-id-1192584' class='answer   answerof-304372 ' value='1192584'   \/><label for='answer-id-1192584' id='answer-label-1192584' class=' answer'><span>Each Article Record Type must be in a separate CS<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304372[]' id='answer-id-1192585' class='answer   answerof-304372 ' value='1192585'   \/><label for='answer-id-1192585' id='answer-label-1192585' class=' answer'><span>Article Record Types will be created as part of the import.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304372[]' id='answer-id-1192586' class='answer   answerof-304372 ' value='1192586'   \/><label for='answer-id-1192586' id='answer-label-1192586' class=' answer'><span>Multiple Article Record Types can be imported in the same CS<\/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-304373'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>50. <\/span>Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours. <br \/>\r<br>The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to &quot;Run as specified user. <br \/>\r<br>What is the recommended Experience Cloud license to meet the requirements?<\/div><input type='hidden' name='question_id[]' id='qID_50' value='304373' \/><input type='hidden' id='answerType304373' 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-304373[]' id='answer-id-1192587' class='answer   answerof-304373 ' value='1192587'   \/><label for='answer-id-1192587' id='answer-label-1192587' class=' answer'><span>Service Cloud Portal<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304373[]' id='answer-id-1192588' class='answer   answerof-304373 ' value='1192588'   \/><label for='answer-id-1192588' id='answer-label-1192588' class=' answer'><span>Customer Community Login<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304373[]' id='answer-id-1192589' class='answer   answerof-304373 ' value='1192589'   \/><label for='answer-id-1192589' id='answer-label-1192589' class=' answer'><span>High Volume Customer Portal<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304373[]' id='answer-id-1192590' class='answer   answerof-304373 ' value='1192590'   \/><label for='answer-id-1192590' id='answer-label-1192590' class=' answer'><span>Partner Community Login<\/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-304374'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>51. <\/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_51' value='304374' \/><input type='hidden' id='answerType304374' 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-304374[]' id='answer-id-1192591' class='answer   answerof-304374 ' value='1192591'   \/><label for='answer-id-1192591' id='answer-label-1192591' 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-304374[]' id='answer-id-1192592' class='answer   answerof-304374 ' value='1192592'   \/><label for='answer-id-1192592' id='answer-label-1192592' 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-304374[]' id='answer-id-1192593' class='answer   answerof-304374 ' value='1192593'   \/><label for='answer-id-1192593' id='answer-label-1192593' 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-304374[]' id='answer-id-1192594' class='answer   answerof-304374 ' value='1192594'   \/><label for='answer-id-1192594' id='answer-label-1192594' class=' answer'><span>Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.<\/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-304375'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>52. <\/span>Universal Containers wants to ensure the contracted service level requirements for its clients are being met. <br \/>\r<br>What should be configured to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_52' value='304375' \/><input type='hidden' id='answerType304375' 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-304375[]' id='answer-id-1192595' class='answer   answerof-304375 ' value='1192595'   \/><label for='answer-id-1192595' id='answer-label-1192595' class=' answer'><span>Entitlement processes, milestones, milestone actions, and entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304375[]' id='answer-id-1192596' class='answer   answerof-304375 ' value='1192596'   \/><label for='answer-id-1192596' id='answer-label-1192596' class=' answer'><span>Entitlement processes, contracts, contract line Items, and entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304375[]' id='answer-id-1192597' class='answer   answerof-304375 ' value='1192597'   \/><label for='answer-id-1192597' id='answer-label-1192597' class=' answer'><span>Entitlement processes, contract line items, milestones, and entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304375[]' id='answer-id-1192598' class='answer   answerof-304375 ' value='1192598'   \/><label for='answer-id-1192598' id='answer-label-1192598' class=' answer'><span>Entitlement processes, contracts, milestones, and milestone actions<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-53' style=';'><div id='questionWrap-53'  class='   watupro-question-id-304376'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>53. <\/span>Universal Containers provides Customer Support for two separate business operations. The cases <br \/>\r<br>managed for each operation have different steps and fields. <br \/>\r<br>Which three features could be implemented to support this? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_53' value='304376' \/><input type='hidden' id='answerType304376' 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-304376[]' id='answer-id-1192599' class='answer   answerof-304376 ' value='1192599'   \/><label for='answer-id-1192599' id='answer-label-1192599' class=' answer'><span>Omni-Channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304376[]' id='answer-id-1192600' class='answer   answerof-304376 ' value='1192600'   \/><label for='answer-id-1192600' id='answer-label-1192600' class=' answer'><span>Page Layouts<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304376[]' id='answer-id-1192601' class='answer   answerof-304376 ' value='1192601'   \/><label for='answer-id-1192601' id='answer-label-1192601' class=' answer'><span>Record Types<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304376[]' id='answer-id-1192602' class='answer   answerof-304376 ' value='1192602'   \/><label for='answer-id-1192602' id='answer-label-1192602' class=' answer'><span>Support Processes<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304376[]' id='answer-id-1192603' class='answer   answerof-304376 ' value='1192603'   \/><label for='answer-id-1192603' id='answer-label-1192603' class=' answer'><span>Article Types<\/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-304377'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>54. <\/span>Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_54' value='304377' \/><input type='hidden' id='answerType304377' 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-304377[]' id='answer-id-1192604' class='answer   answerof-304377 ' value='1192604'   \/><label for='answer-id-1192604' id='answer-label-1192604' class=' answer'><span>On a utility bar of the Lightning App<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304377[]' id='answer-id-1192605' class='answer   answerof-304377 ' value='1192605'   \/><label for='answer-id-1192605' id='answer-label-1192605' class=' answer'><span>On a record Highlights Panel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304377[]' id='answer-id-1192606' class='answer   answerof-304377 ' value='1192606'   \/><label for='answer-id-1192606' id='answer-label-1192606' class=' answer'><span>On a record Activity Feed list<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304377[]' id='answer-id-1192607' class='answer   answerof-304377 ' value='1192607'   \/><label for='answer-id-1192607' id='answer-label-1192607' class=' answer'><span>On the Calendar right hand panel<\/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-304378'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>55. <\/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_55' value='304378' \/><input type='hidden' id='answerType304378' 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-304378[]' id='answer-id-1192608' class='answer   answerof-304378 ' value='1192608'   \/><label for='answer-id-1192608' id='answer-label-1192608' class=' answer'><span>Define Case Auto-Response Rules.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304378[]' id='answer-id-1192609' class='answer   answerof-304378 ' value='1192609'   \/><label for='answer-id-1192609' id='answer-label-1192609' class=' answer'><span>Establish Case Assignment Rules.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304378[]' id='answer-id-1192610' class='answer   answerof-304378 ' value='1192610'   \/><label for='answer-id-1192610' id='answer-label-1192610' 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-304378[]' id='answer-id-1192611' class='answer   answerof-304378 ' value='1192611'   \/><label for='answer-id-1192611' id='answer-label-1192611' class=' answer'><span>Configure Case Escalation Rules.<\/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-304379'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>56. <\/span>A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. <br \/>\r<br>Which two steps should be completed to meet this request? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_56' value='304379' \/><input type='hidden' id='answerType304379' 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-304379[]' id='answer-id-1192612' class='answer   answerof-304379 ' value='1192612'   \/><label for='answer-id-1192612' id='answer-label-1192612' class=' answer'><span>Enable Work Orders.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304379[]' id='answer-id-1192613' class='answer   answerof-304379 ' value='1192613'   \/><label for='answer-id-1192613' id='answer-label-1192613' class=' answer'><span>Create an Entitlement Process.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304379[]' id='answer-id-1192614' class='answer   answerof-304379 ' value='1192614'   \/><label for='answer-id-1192614' id='answer-label-1192614' class=' answer'><span>Set up Milestones.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304379[]' id='answer-id-1192615' class='answer   answerof-304379 ' value='1192615'   \/><label for='answer-id-1192615' id='answer-label-1192615' class=' answer'><span>Configure Service Contracts.<\/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-304380'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>57. <\/span>Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. <br \/>\r<br>What should the consultant recommend to address this problem<\/div><input type='hidden' name='question_id[]' id='qID_57' value='304380' \/><input type='hidden' id='answerType304380' 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-304380[]' id='answer-id-1192616' class='answer   answerof-304380 ' value='1192616'   \/><label for='answer-id-1192616' id='answer-label-1192616' class=' answer'><span>Configure Case Assignment Rules to use Queues.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304380[]' id='answer-id-1192617' class='answer   answerof-304380 ' value='1192617'   \/><label for='answer-id-1192617' id='answer-label-1192617' class=' answer'><span>Configure Omni-Channel Routing Model as Most Available.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304380[]' id='answer-id-1192618' class='answer   answerof-304380 ' value='1192618'   \/><label for='answer-id-1192618' id='answer-label-1192618' class=' answer'><span>Configure Case Assignment Rules to use Users.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304380[]' id='answer-id-1192619' class='answer   answerof-304380 ' value='1192619'   \/><label for='answer-id-1192619' id='answer-label-1192619' class=' answer'><span>Configure Omni-Channel Routing Model as Least Active.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-58' style=';'><div id='questionWrap-58'  class='   watupro-question-id-304381'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>58. <\/span>Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_58' value='304381' \/><input type='hidden' id='answerType304381' 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-304381[]' id='answer-id-1192620' class='answer   answerof-304381 ' value='1192620'   \/><label for='answer-id-1192620' id='answer-label-1192620' 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-304381[]' id='answer-id-1192621' class='answer   answerof-304381 ' value='1192621'   \/><label for='answer-id-1192621' id='answer-label-1192621' 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-304381[]' id='answer-id-1192622' class='answer   answerof-304381 ' value='1192622'   \/><label for='answer-id-1192622' id='answer-label-1192622' 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-304381[]' id='answer-id-1192623' class='answer   answerof-304381 ' value='1192623'   \/><label for='answer-id-1192623' id='answer-label-1192623' 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-59' style=';'><div id='questionWrap-59'  class='   watupro-question-id-304382'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>59. <\/span>Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method 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_59' value='304382' \/><input type='hidden' id='answerType304382' 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-304382[]' id='answer-id-1192624' class='answer   answerof-304382 ' value='1192624'   \/><label for='answer-id-1192624' id='answer-label-1192624' class=' answer'><span>On-Demand Email-to-case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304382[]' id='answer-id-1192625' class='answer   answerof-304382 ' value='1192625'   \/><label for='answer-id-1192625' id='answer-label-1192625' class=' answer'><span>Standard email to case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304382[]' id='answer-id-1192626' class='answer   answerof-304382 ' value='1192626'   \/><label for='answer-id-1192626' id='answer-label-1192626' class=' answer'><span>Web to case forms<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304382[]' id='answer-id-1192627' class='answer   answerof-304382 ' value='1192627'   \/><label for='answer-id-1192627' id='answer-label-1192627' class=' answer'><span>Omni channel routing<\/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-304383'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>60. <\/span>A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. <br \/>\r<br>Which three metrics can be used to help executive management understand service center costs? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_60' value='304383' \/><input type='hidden' id='answerType304383' 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-304383[]' id='answer-id-1192628' class='answer   answerof-304383 ' value='1192628'   \/><label for='answer-id-1192628' id='answer-label-1192628' class=' answer'><span>All open Cases by Priority<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304383[]' id='answer-id-1192629' class='answer   answerof-304383 ' value='1192629'   \/><label for='answer-id-1192629' id='answer-label-1192629' class=' answer'><span>All open cases by Channel<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304383[]' id='answer-id-1192630' class='answer   answerof-304383 ' value='1192630'   \/><label for='answer-id-1192630' id='answer-label-1192630' class=' answer'><span>All Cases closed Month-to-date<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304383[]' id='answer-id-1192631' class='answer   answerof-304383 ' value='1192631'   \/><label for='answer-id-1192631' id='answer-label-1192631' class=' answer'><span>Case resolution time<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304383[]' id='answer-id-1192632' class='answer   answerof-304383 ' value='1192632'   \/><label for='answer-id-1192632' id='answer-label-1192632' class=' answer'><span>All Cases by Customer<\/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-304384'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>61. <\/span>The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. <br \/>\r<br>Which reporting solution should a consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_61' value='304384' \/><input type='hidden' id='answerType304384' 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-304384[]' id='answer-id-1192633' class='answer   answerof-304384 ' value='1192633'   \/><label for='answer-id-1192633' id='answer-label-1192633' class=' answer'><span>Create a report using the Case Lifecyle report type<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304384[]' id='answer-id-1192634' class='answer   answerof-304384 ' value='1192634'   \/><label for='answer-id-1192634' id='answer-label-1192634' class=' answer'><span>Create a report using the Case age report type<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304384[]' id='answer-id-1192635' class='answer   answerof-304384 ' value='1192635'   \/><label for='answer-id-1192635' id='answer-label-1192635' class=' answer'><span>Create a report using the Case snapshot report type<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304384[]' id='answer-id-1192636' class='answer   answerof-304384 ' value='1192636'   \/><label for='answer-id-1192636' id='answer-label-1192636' class=' answer'><span>Create a report using the Case historical trending report type<\/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-304385'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>62. <\/span>If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. <br \/>\r<br>How can a Consultant configure the Lightning Service Console to support this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_62' value='304385' \/><input type='hidden' id='answerType304385' 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-304385[]' id='answer-id-1192637' class='answer   answerof-304385 ' value='1192637'   \/><label for='answer-id-1192637' id='answer-label-1192637' class=' answer'><span>Enable Omni-Channel Case assignment<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304385[]' id='answer-id-1192638' class='answer   answerof-304385 ' value='1192638'   \/><label for='answer-id-1192638' id='answer-label-1192638' class=' answer'><span>Define separate Record Types for Tier 1 and Tier 2<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304385[]' id='answer-id-1192639' class='answer   answerof-304385 ' value='1192639'   \/><label for='answer-id-1192639' id='answer-label-1192639' class=' answer'><span>Implement Lightning Guided Engagement<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304385[]' id='answer-id-1192640' class='answer   answerof-304385 ' value='1192640'   \/><label for='answer-id-1192640' id='answer-label-1192640' class=' answer'><span>Configure a Visual Flow Troubleshooting Action<\/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-304386'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>63. <\/span>A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the .... <br \/>\r<br>Which configuration option should be verified?<\/div><input type='hidden' name='question_id[]' id='qID_63' value='304386' \/><input type='hidden' id='answerType304386' 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-304386[]' id='answer-id-1192641' class='answer   answerof-304386 ' value='1192641'   \/><label for='answer-id-1192641' id='answer-label-1192641' 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-304386[]' id='answer-id-1192642' class='answer   answerof-304386 ' value='1192642'   \/><label for='answer-id-1192642' id='answer-label-1192642' 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-304386[]' id='answer-id-1192643' class='answer   answerof-304386 ' value='1192643'   \/><label for='answer-id-1192643' id='answer-label-1192643' 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-304386[]' id='answer-id-1192644' class='answer   answerof-304386 ' value='1192644'   \/><label for='answer-id-1192644' id='answer-label-1192644' 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-64' style=';'><div id='questionWrap-64'  class='   watupro-question-id-304387'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>64. <\/span>Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record. <br \/>\r<br>A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience. <br \/>\r<br>What is the recommended method to consistently capture new caller details?<\/div><input type='hidden' name='question_id[]' id='qID_64' value='304387' \/><input type='hidden' id='answerType304387' 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-304387[]' id='answer-id-1192645' class='answer   answerof-304387 ' value='1192645'   \/><label for='answer-id-1192645' id='answer-label-1192645' class=' answer'><span>Use a global quick action to capture details.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304387[]' id='answer-id-1192646' class='answer   answerof-304387 ' value='1192646'   \/><label for='answer-id-1192646' id='answer-label-1192646' class=' answer'><span>Use an auto-launched flow to capture details.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304387[]' id='answer-id-1192647' class='answer   answerof-304387 ' value='1192647'   \/><label for='answer-id-1192647' id='answer-label-1192647' class=' answer'><span>Use a new customer Path on Contact to capture details.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304387[]' id='answer-id-1192648' class='answer   answerof-304387 ' value='1192648'   \/><label for='answer-id-1192648' id='answer-label-1192648' class=' answer'><span>Use Open CTI with Pop to flow to capture details.<\/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-304388'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>65. <\/span>Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. <br \/>\r<br>What is the recommended method to meet the requirements?<\/div><input type='hidden' name='question_id[]' id='qID_65' value='304388' \/><input type='hidden' id='answerType304388' 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-304388[]' id='answer-id-1192649' class='answer   answerof-304388 ' value='1192649'   \/><label for='answer-id-1192649' id='answer-label-1192649' class=' answer'><span>Lookup Filter<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304388[]' id='answer-id-1192650' class='answer   answerof-304388 ' value='1192650'   \/><label for='answer-id-1192650' id='answer-label-1192650' class=' answer'><span>Auto-Add Milestones<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304388[]' id='answer-id-1192651' class='answer   answerof-304388 ' value='1192651'   \/><label for='answer-id-1192651' id='answer-label-1192651' class=' answer'><span>Cross-Object Formula<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304388[]' id='answer-id-1192652' class='answer   answerof-304388 ' value='1192652'   \/><label for='answer-id-1192652' id='answer-label-1192652' class=' answer'><span>Approval Process<\/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-304389'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>66. <\/span>Universal Containers is preparing to implement Service Cloud for its global Support team. <br \/>\r<br>Requirements gathering sessions have resulted in a large set of required deliverables. <br \/>\r<br>What should a consultant recommend as the next step?<\/div><input type='hidden' name='question_id[]' id='qID_66' value='304389' \/><input type='hidden' id='answerType304389' 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-304389[]' id='answer-id-1192653' class='answer   answerof-304389 ' value='1192653'   \/><label for='answer-id-1192653' id='answer-label-1192653' class=' answer'><span>Prioritize the requirements based on who submitted them.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304389[]' id='answer-id-1192654' class='answer   answerof-304389 ' value='1192654'   \/><label for='answer-id-1192654' id='answer-label-1192654' class=' answer'><span>Identify the requirements needed for initial GoLive.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304389[]' id='answer-id-1192655' class='answer   answerof-304389 ' value='1192655'   \/><label for='answer-id-1192655' id='answer-label-1192655' class=' answer'><span>Provide a timeline that addresses all the requirements.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304389[]' id='answer-id-1192656' class='answer   answerof-304389 ' value='1192656'   \/><label for='answer-id-1192656' id='answer-label-1192656' class=' answer'><span>Organize the requirements from largest to smallest.<\/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-304390'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>67. <\/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_67' value='304390' \/><input type='hidden' id='answerType304390' 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-304390[]' id='answer-id-1192657' class='answer   answerof-304390 ' value='1192657'   \/><label for='answer-id-1192657' id='answer-label-1192657' class=' answer'><span>customer satisfaction Survey<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304390[]' id='answer-id-1192658' class='answer   answerof-304390 ' value='1192658'   \/><label for='answer-id-1192658' id='answer-label-1192658' class=' answer'><span>Customer Purchase History<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304390[]' id='answer-id-1192659' class='answer   answerof-304390 ' value='1192659'   \/><label for='answer-id-1192659' id='answer-label-1192659' class=' answer'><span>Customer Support Requests<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304390[]' id='answer-id-1192660' class='answer   answerof-304390 ' value='1192660'   \/><label for='answer-id-1192660' id='answer-label-1192660' class=' answer'><span>Net promoter Score<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304390[]' id='answer-id-1192661' class='answer   answerof-304390 ' value='1192661'   \/><label for='answer-id-1192661' id='answer-label-1192661' class=' answer'><span>Service Level Agreement<\/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-304391'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>68. <\/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_68' value='304391' \/><input type='hidden' id='answerType304391' 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-304391[]' id='answer-id-1192662' class='answer   answerof-304391 ' value='1192662'   \/><label for='answer-id-1192662' id='answer-label-1192662' class=' answer'><span>Enable article customization for open cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304391[]' id='answer-id-1192663' class='answer   answerof-304391 ' value='1192663'   \/><label for='answer-id-1192663' id='answer-label-1192663' 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-304391[]' id='answer-id-1192664' class='answer   answerof-304391 ' value='1192664'   \/><label for='answer-id-1192664' id='answer-label-1192664' class=' answer'><span>Enable suggested articles on new cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304391[]' id='answer-id-1192665' class='answer   answerof-304391 ' value='1192665'   \/><label for='answer-id-1192665' id='answer-label-1192665' class=' answer'><span>Enable article submission during case close.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-304391[]' id='answer-id-1192666' class='answer   answerof-304391 ' value='1192666'   \/><label for='answer-id-1192666' id='answer-label-1192666' 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-69' style=';'><div id='questionWrap-69'  class='   watupro-question-id-304392'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>69. <\/span>Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines. <br \/>\r<br>CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support. <br \/>\r<br>What is the recommended solution to meet the requirements?<\/div><input type='hidden' name='question_id[]' id='qID_69' value='304392' \/><input type='hidden' id='answerType304392' 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-304392[]' id='answer-id-1192667' class='answer   answerof-304392 ' value='1192667'   \/><label for='answer-id-1192667' id='answer-label-1192667' class=' answer'><span>Knowledge One with Article Recommendations<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304392[]' id='answer-id-1192668' class='answer   answerof-304392 ' value='1192668'   \/><label for='answer-id-1192668' id='answer-label-1192668' class=' answer'><span>Experience Cloud with self-support<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304392[]' id='answer-id-1192669' class='answer   answerof-304392 ' value='1192669'   \/><label for='answer-id-1192669' id='answer-label-1192669' class=' answer'><span>Omni-Channel with Skills-Based Routing.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304392[]' id='answer-id-1192670' class='answer   answerof-304392 ' value='1192670'   \/><label for='answer-id-1192670' id='answer-label-1192670' class=' answer'><span>Live Agent and Live Message<\/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-304393'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>70. <\/span>What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?<\/div><input type='hidden' name='question_id[]' id='qID_70' value='304393' \/><input type='hidden' id='answerType304393' 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-304393[]' id='answer-id-1192671' class='answer   answerof-304393 ' value='1192671'   \/><label for='answer-id-1192671' id='answer-label-1192671' class=' answer'><span>Configure Lightning Guided Engagement.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304393[]' id='answer-id-1192672' class='answer   answerof-304393 ' value='1192672'   \/><label for='answer-id-1192672' id='answer-label-1192672' class=' answer'><span>Configure a Live Chat Validation Rule.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304393[]' id='answer-id-1192673' class='answer   answerof-304393 ' value='1192673'   \/><label for='answer-id-1192673' id='answer-label-1192673' class=' answer'><span>Customize the Pre-chat form.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-304393[]' id='answer-id-1192674' class='answer   answerof-304393 ' value='1192674'   \/><label for='answer-id-1192674' id='answer-label-1192674' class=' answer'><span>Customize the Lightning Console chat page.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div style='display:none' id='question-71'>\n\t<div class='question-content'>\n\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.dumpsbase.com\/freedumps\/wp-content\/plugins\/watupro\/img\/loading.gif\" width=\"16\" height=\"16\" alt=\"Loading...\" title=\"Loading...\" \/>&nbsp;Loading...\t<\/div>\n<\/div>\n\n<br \/>\n\t\n\t\t\t<div class=\"watupro_buttons flex \" id=\"watuPROButtons8069\" >\n\t\t  <div id=\"prev-question\" style=\"display:none;\"><input type=\"button\" value=\"&lt; 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