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NEW QUESTION 49
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
- A. Full Sandbox
- B. Developer Pro Sandbox
- C. Administrator Sandbox
- D. Partial Copy Sandbox
Answer: A,B,D
NEW QUESTION 50
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.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Escalation
- B. Entitlements and Milestones
- C. Salesforce Console
- D. Case Assignment
Answer: B
NEW QUESTION 51
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Chatter Answers
- B. Knowledge Base
- C. Live Agent
- D. Web -to -Case
- E. Customer Community
Answer: A,B,E
NEW QUESTION 52
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved.
- B. Data Category to assign an article record type to a Reviewer.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: C,D
NEW QUESTION 53
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Process for creating and maintaining knowledge
- B. Standard for managing customer support and delivery
- C. Share knowledge with the business partners
- D. Method for social media management
Answer: A,C
NEW QUESTION 54
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