IT Certification Exam Questions & Answers

NO.74 Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

NO.75 Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers

NO.76 Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

NO.77 What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

NO.78 One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

NO.79 Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

NO.80 UC must provide contact center agents with access to a customer’s payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

NO.81 Universal Containers (UC) created a new mobile app that enables customers to place orders and track
fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should
be added to meet this requirement? Choose 2 answers

NO.82 Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

NO.83 Universal Containers runs a support operation with multiple call centers. The Support Manager wants to
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

NO.84 Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

NO.85 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. How can a Consultant migrate the file attachments?

NO.86 Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

NO.87 When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

NO.88 Which two configuration steps are required before quick actions can be used in Macros?

NO.89 Universal Containers Executives want to see contact center metrics from each of its different geographic
regions. How should a Consultant support this requirement?

NO.90 If you delete a case, which two also get deleted? (Choose two answers)

NO.91 Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?