السؤال #1

Universal Containers wants to provide its customers with more support options.Which three should a Consultant recommend?Choose 3 answers

A. Create a Customer Community

B. Utilize KCS to manage Knowledge

C. Add Live Agent to public-facing sites

D. Configure Chatter for public access

E. Implement SOS for mobile experience

عرض الإجابة

اجابة صحيحة: BCE

السؤال #2

The support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

A. Dynamic Dahsbaord by Call Center

B. Reporting Snapshots by call center

C. Report Subscriptions by call center

D. Case report grouped by call center

عرض الإجابة

اجابة صحيحة: B

السؤال #3

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.Which two features requires Service Cloud?

A. Open multiple case records as tabs and sub tabs

B. Unique page layouts for each Case Record Type

C. Utility Bar

D. Access to Knowledge Articles

عرض الإجابة

اجابة صحيحة: BD

السؤال #4

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.Which reporting solution should a consultant recommend?

A. Create a report using the Case Lifecyle report type

B. Create a report using the Case age report type

C. Create a report using the Case snapshot report type

D. Create a report using the Case historical trending report type

عرض الإجابة

اجابة صحيحة: A

السؤال #5

Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case. Which solution will create and route the field service dispatch record when the case is saved?

A. Use a workflow rule with an action

B. Use a validation rule

C. Use a case assignment rule

D. Use an Apex trigger

عرض الإجابة

اجابة صحيحة: A

السؤال #6

A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?

A. The Customer is shown the new Rep's name

B. Both Service Reps can chat with the customer

C. The chat transcripts and case are transferred

D. The Customer doesn't know they were transferred

عرض الإجابة

اجابة صحيحة: AC

السؤال #7

Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

A. Enable Omni Channel in Setup

B. Assign Users to the Omni Channel Feature License

C. Assign Users to Omni Channel permissions

D. Contact Salesforce to have Omni Channel enabled

عرض الإجابة

اجابة صحيحة: A

السؤال #8

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to theContact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to supportThe higher call volume.Which recommendation should the Consultant make in anticipation of higher call volume?

A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call

B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time

C. Set up IVR with an automated response for customers affected by the recall to defect calls

D. Set up a customer survey for customers calling in to identify the severity and impact of the recall

عرض الإجابة

اجابة صحيحة: C

السؤال #9

Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

A. Enable service contracts and entitlements

B. Implement Salesforce Console for Service to support agents

C. Leverage Live Agent for web-based chat

D. Implement Salesforce Knowledge on a portal

عرض الإجابة

اجابة صحيحة: CD

السؤال #10

Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

A. Create a service cloud console to support all channel groupings

B. Create an agent profile for each channel grouping

C. Create a unique case page layout for each channel grouping

D. Create an agent role for each channel grouping

عرض الإجابة

اجابة صحيحة: C

السؤال #11

Which three are characteristics of Visual Workflow? Choose 3 answers

A. Apex code must be used to update fields in the database

B. Elements can be used to pass data to legacy systems

C. Apex code must be used to pass data to legacy systems

D. Only one version of a flow can be activated at a time

E. Elements can be used to update fields in the database

عرض الإجابة

اجابة صحيحة: ABD

السؤال #12

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

A. Process Builder Scheduled Actions

B. Time-based Workflow Rules

C. Scheduled Reports

D. Milestone Actions

عرض الإجابة

اجابة صحيحة: C

السؤال #13

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.Which three statements must be considered?Choose three answers

A. A separate

B. Attachments and

C. Each article must be associated to an article type

D. One

E. A separate

عرض الإجابة

اجابة صحيحة: BCE

السؤال #14

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.Which two solutions should a Consultant recommend? Choose 2 answers

A. Knowledge Base

B. Customer Community

C. Automatic Call Distribution

D. Service Cloud Console

عرض الإجابة

اجابة صحيحة: AB

السؤال #15

Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

A. Assign Article types to the Community

B. Enable Public Solutions

C. Enable Article deliveries

D. Publish Articles to external channels

E. Configure Content Library permission

عرض الإجابة

اجابة صحيحة: ABD

السؤال #16

What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

A. Create a page layout for each record type; assign layouts to service agents

B. Create a data category for each product; assign data categories to service agents

C. Create a permission set for each record type; assign permissions to service agents

D. Create an article action for each record type; assign record types to service agents

عرض الإجابة

اجابة صحيحة: A

السؤال #17

Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

A. Enable service contracts and entitlements

B. Implement Salesforce Console for Service to support agents

C. Leverage Live Agent for web-based chat

D. Implement Salesforce Knowledge on a portal

عرض الإجابة

اجابة صحيحة: CD

السؤال #18

Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below. 2.000 agents are implemented globally 24/7 operations Open case data will be migrated from a legacy system New cases will be created in one system onlyWhich deployment method should be recomended?

A. Migrate case data and deploy to all users at office

B. Migrate agents to Force

C. Deploy in phases using countries as pilots

D. Deploy based on the number of trainers available

عرض الإجابة

اجابة صحيحة: C

السؤال #19

Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar

B. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

C. Configure the agent console and display the articles, case view, and external system custom object

D. Create a custom Visualforce page to display case list view, external system, and knowledge articles

عرض الإجابة

اجابة صحيحة: A

السؤال #20

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?

A. Service Console Macros

B. Lightning Guided Engagement

C. Path for Cases

D. Lightning Flow Component

عرض الإجابة

اجابة صحيحة: B

السؤال #21

The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.Which solution should be implemented to support this?

A. Omni-Channel

B. Case Auto-Response Rules

C. Visual Workflow

D. Case Assignment Rules

عرض الإجابة

اجابة صحيحة: A

السؤال #22

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.Which three statements should be considered?Choose 3 answers

A. Attachments and

B. Visualforce pages refer to Classic article types

C. Each article must be associated to a record type

D. Approval process history migrate to Lightning Knowledge

E. Article numbers change during migration

عرض الإجابة

اجابة صحيحة: ACD

السؤال #23

Universal Telco sells and supports a line of smart phones. The company offers support via phone, emailto-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A. Number of Portal Logins per Day

B. Knowledge Article Usage

C. Average Call Handle Time

D. Cases by Support Channels

E. Escalated Calls

عرض الإجابة

اجابة صحيحة: ABD

السؤال #24

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

A. Only one inbound email address can be used for Email-to-Case

B. Follow-up emails and attachments related to a case are attached to the case

C. Assignment, escalation, and workflow rules are processed on inbound emails

D. Follow-up emails related to a case will update the case comments

عرض الإجابة

اجابة صحيحة: BD

السؤال #25

Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.Which two features should a consultant recommend to provide this functionality?Choose 2 answers

A. Salesforce Connect

B. Custom Objects

C. Middle-tier integration

D. External Objects

عرض الإجابة

اجابة صحيحة: AD

السؤال #26

Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go- live. Which approach should the Consultant use for data migration?

A. Prepare, Plan, Text, Execute, Validate

B. Prepare, Plan, Validate, Execute, Text

C. Plan, Prepare, Test, Execute, Validate

D. Plan, Prepare, Validate, Execute, Text

عرض الإجابة

اجابة صحيحة: C

السؤال #27

UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

A. Partner portal

B. Service Cloud portal (Customer Community)

C. Enterprise admin

D. Sites

عرض الإجابة

اجابة صحيحة: D

السؤال #28

Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.How would a Consultant address this requirement?

A. Configure Case Assignment Rules

B. Configure Omni-Channel with Most Available Routing

C. Configure Live Agent Skills-based Routing

D. Configure Omni-Channel with Least Active Routing

عرض الإجابة

اجابة صحيحة: B

السؤال #29

How is the hash mark (e.g., #salesforce) used in chatter?

A. Ties the Chatter message to a topic

B. Indicates a clickable URL hyperlink

C. Indicates the name of a group in which to place the Chatter message

D. Links the Chatter message to Twitter

عرض الإجابة

اجابة صحيحة: A

السؤال #30

Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

A. # of articles per agent

B. Most popular articles

C. # of cases via email

D. Total cases created

عرض الإجابة

اجابة صحيحة: BD

السؤال #31

Universal Containers has two types of applicants, hourly and salary. There are separate record types for each. While all members of the human resource department need to be able to view all applicant records, only the hiring manager and VP of HR should be able to create salary applicant records.What should the app builder recommend to meet this requirement?

A. Configure the hourly record type as the default and instruct non-management users to accept the default record type

B. Create a permission set containing the salary record type and assign it to the appropriate users

C. Remove "create" permission for the salary applicant object for everyone except the manager and VP

D. Update the org-wide default to private and create a sharing rule for the role of recruiting manager

عرض الإجابة

اجابة صحيحة: B

السؤال #32

If any of the triggered workflow rules result in another field update that's also enabled for workflow rule reevaluation, a domino effect occurs, and more workflow rules can be re-evaluated as a result of the newly-triggered field update.

A. True

B. False

عرض الإجابة

اجابة صحيحة: A

السؤال #33

Which statement is true for embedding a Visualforce page in a page Layout. Choose 2 Answers

A. Visualforce Pages on a field set have attributes for width and height

B. Visualforce Pages can be placed anywhere in the page layout

C. Visualforce Pages on a page layout have attributes for width and height

D. Visualforce Pages can only be place in the Visualforce section in a page layout

عرض الإجابة

اجابة صحيحة: BC

السؤال #34

Which setting is available to customize Salesforce1 mobile app for branding? Choose 3 answers

A. Header and search bar color

B. The image on loading page

C. Background color on loading page

D. Notification and search icon

E. Action bar color

عرض الإجابة

اجابة صحيحة: ABC

السؤال #35

Universal containers has a custom object that has a N:M relationship with opportunityLineItem carrying price and amount information. In order to compute total amounts and total prices per Opportunity using Rollup summary fields, what field type will you use.

A. Crossobject

B. Master-Detail

C. Lookup

D. Junction

عرض الإجابة

اجابة صحيحة: B

السؤال #36

Northern Trail Outfitters uses a custom object to track travel requests. Rangers want to have automatic posts on a record whenever a travel request has been approved. Which feature should be used to accomplish this?

A. Feed tracking

B. Feed quick action

C. Workflow rule

D. Auto-response rule

عرض الإجابة

اجابة صحيحة: A

السؤال #37

Cloud Kicks has three types of customer support processes: Platinum, Diamond, and Bronze. The app builder created separate record types for each process on the Case object. The customer support team should be unable to create new cases with the Bronze record type.How should this requirement be met?

A. Update the organization-wide defaults to private for Case

B. Update the support team profile to remove the Bronze record type

C. Create permission set group for Case that includes Platinum and Diamond record types

D. Make the record type hidden to support users; update sharing roles to private

عرض الإجابة

اجابة صحيحة: B

السؤال #38

A manager wants to embed charts into his accounts object in one-page layout.How many charts can you embed for him?

A. 3

B. 2

C. 4

D. 1

عرض الإجابة

اجابة صحيحة: B

السؤال #39

Universal Containers needs the 18-digit record ID from Opportunity records when exporting data to Excel in order to ensure each record is treated uniquely. What formula should an app builder use to create this new field?

A. TEXT(Id)

B. ISNUMBER(Id)

C. CASESAFEID(Id)

D. VALUE(Id)

عرض الإجابة

اجابة صحيحة: C

السؤال #40

A Customer Support Manager at Universal Containers would like to implement call scripting for their caller agents. What automation tool can be used to accomplish this?

A. Workflow

B. Lightning Process Builder

C. Visual Workflow

D. Lightning Connect

عرض الإجابة

اجابة صحيحة: C

السؤال #41

Universal container has a custom object for shipping information. They have to ship to both businesses and consumers. They need to show additional values in the custom field called insurance type for business shipping records. How can this be set up?

A. Use Record type with single page layout

B. Create multiple picklist fields on the object

C. Use record types with multiple page layout

D. Create a multi-select pick-list field

عرض الإجابة

اجابة صحيحة: D

السؤال #42

Universal Containers has a single Contact Lightning record page. A component takes up a lot of room on the page and is NOT needed by users with a Marketing profile. What should the app builder use to solve this Issue?

A. Detail page layouts

B. Component visibility filter

C. Field-level security

D. AppExchange

عرض الإجابة

اجابة صحيحة: B

السؤال #43

An app builder at Ursa Major Solar has been working on a new custom app in a sandbox that has been upgraded to the next major Salesforce version, and their production instance is still on the current Salesforce version. The development is complete and they are ready to deploy a change set.What should the app builder consider when planning the deployment?

A. It will fall if there is a feature only available In the next version

B. The change set components will be upgraded to the next version in production

C. The change set will be automatically deployed when production is upgraded

D. The deployment is not possible due to different versions

عرض الإجابة

اجابة صحيحة: A

السؤال #44

An app builder wants to deploy a new version of an auto launched flow to production in an active state so that the new functionality is immediately available to users. What should the app builder take into consideration when planning the deployment?

A. Include the Process Builder calling the Flow in the deployment

B. Verify there is a static resource that provides test coverage for the Flow

C. Verify there is an Apex test that provides test coverage for the Flow

D. Include the profiles that access the flow in the deployment

عرض الإجابة

اجابة صحيحة: C

السؤال #45

Cloud Kicks has five years of sales data and would like to track when customers made their first purchase.How should an app builder use a roll-up summary to meet the requirements?

A. Create a new date field called First Order Date, create a new Workflow to set the date, and roll up the value with a filter where IsWon = TRUE

B. Create a new roll-up summary field called First Order Date, using Type MIN on the Opportunity Close Date with a filter where IsWon = TRUE

C. Create a new roll-up summary field called First Order Date, using Type SUM on Opportunity Close Date

D. Create a new date field called First Order Date, then create a roll-up summary to update the field using Type MIN

عرض الإجابة

اجابة صحيحة: B

السؤال #46

Managers at Universal Containers want a quick way to create additional accounts to form a hierarchy from a Parent Account record They want to auto-populate five fieids based on the parent to make it easier for users to create the child accounts quickly.What should the app builder recommend?

A. Add Path on Account hierarchy

B. Add a custom link on Account

C. Customize a Global Quick Action

D. A Create a custom action

عرض الإجابة

اجابة صحيحة: D

السؤال #47

When is it advisable to use a full-copy sandbox?

A. For training users on new features

B. Staging before final deployment

C. Performance and load testing

D. All of the above

عرض الإجابة

اجابة صحيحة: D

السؤال #48

For an external object relationship, you can create an indirect lookup relationship.What type of object(s) can be the parent?

A. External

B. Standard or Custom

C. Standard or External

D. Custom

عرض الإجابة

اجابة صحيحة: B

السؤال #49

The case handling process at Universal Containers includes multiple steps including approvals, notifications, and fields updates. To manage and evaluate all of these changes in a single save operation, an app builder wants to use Process Builder and the Advanced option to let the process evaluate a record multiple times has been selected.What two options should the App Builder avoid to prevent recursion?

A. The ISCHANGED function

B. Invocable processes

C. IF statements

D. Setting a criteria node to No criteria-just execute the procedure

عرض الإجابة

اجابة صحيحة: AD

السؤال #50

Which type of membership can be defined with external objects? (Choose 2)

A. Cross-organization lookup

B. Indirect lookup

C. External master-detail

D. External lookup

عرض الإجابة

اجابة صحيحة: BD

السؤال #51

UVC needs to update a field on an Account when an Opportunity Stage is changed to Closed-Lost. Which two should be used to accomplish this requirement? Choose two answers

A. Process Builder

B. Assignment Rule

C. Approval Process

D. Workflow Rule

عرض الإجابة

اجابة صحيحة: AD

السؤال #52

What are two capabilities of Schema Builder? Choose 2 answers

A. Editing custom settings

B. Creating a new record type

C. Showing selected objects on a page

D. Viewing page layouts in a new window

عرض الإجابة

اجابة صحيحة: CD

السؤال #53

Cloud Kicks works on an annual subscription model. When a sales rep marks an opportunity as closed won, a newopportunity should automatically be created for the renewal. The contracts team works outside of Salesforce but also needs to be notified about closed deals in order to initiate the contract process with the customer.Which automation solution would meet these requirements?

A. Approval Process

B. Validation Rule

C. Process Builder

D. Workflow Rule

عرض الإجابة

اجابة صحيحة: C

السؤال #54

What happens when you convert a picklist to a multi-select picklist? (Choose two.)

A. Values are retained

B. Values not in the picklist are deleted from existing records when the data type changes

C. Data is lost

D. You can't convert to a multi-select picklist

عرض الإجابة

اجابة صحيحة: AB

السؤال #55

Ursa Major Solar wants to automate a welcome email to new clients and include a customized survey about their buying experience. An app builder is tasked with this project and has very little time to build the solution from scratch. What should the app builder do to meet the deadline and custom requirements?

A. Work with a developer to create custom apex code and a Visualforce survey to meet criteria

B. Choose a managed package from AppExchange that closely meets the requirements of the project and restricts programmatic development

C. Select an unmanaged package from AppExchange that closely meets the requirements of the project that allows programmatic development

D. Build the survey declaratively and use a workflow rule to send it to the customer as an external message to meet criteria

عرض الإجابة

اجابة صحيحة: C

السؤال #56

Universal Containers (UC) requires that all users specify a contract is sent on each Opportunity prior to marking it as "Closed Won". UC wants to be able to report on how many Opportunities have sent Contracts compared to how many have a missing contract when the Opportunities closed.What type of field should an app builder configure to fulfill this requirement?

A. Text Area

B. Picklist

C. Checkbox

D. Text

عرض الإجابة

اجابة صحيحة: C

السؤال #57

How many charts can you embed into the account page layout?

A. 1

B. 2

C. 3

D. 4

عرض الإجابة

اجابة صحيحة: B

السؤال #58

A company wants to invite customers to chatter, what options can a customerhave?

A. @mention other members of the group

B. Invite other members to groups they are a part of

C. Request to join public groups

D. Add them on FB,Twitter and Instagram

عرض الإجابة

اجابة صحيحة: B

السؤال #59

Each workflow rule applies to a single object.

A. True

B. False

عرض الإجابة

اجابة صحيحة: A

السؤال #60

What is true about unmanaged packages?

A. Once the components are installed from an unmanaged package, the components can be edited in the organization they are installed in

B. The developer who created and uploaded the unmanaged package has no control over the installed components, and can't change or upgrade them

C. Unmanaged packages should not be used to migrate components from a sandbox to production organization

D. All of the above

عرض الإجابة

اجابة صحيحة: D

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