CRT 261

Universal Containers is in the middle of a Service Cloud implementation. Their deployment is scheduled a month after the latest Salesforce release. Of the following, which two steps should UC take to ensure their Service Cloud deployment goes smoothly on the latest Salesforce release? Select two.

• Review the release notes for deployment risks.

• Identify the next release date and opt out of the current release.

• Re-schedule the deployment to coincide with a past release.

• Plan a sandbox refresh strategy around the release.

Universal Containers designed a solution in a sandbox environment. In order to deploy the solution, several new custom objects, page layouts, workflow rules, and reports must be migrated from the sandbox to the production environment. How should this be accomplished?

• Migrate using change sets.

• Manually re-create the configuration

• Migrate using the data loader

• Migrate by clicking the Refresh Production button.

Which three best practices should be used when deploying Salesforce functionality to production?

• Select a window of time when users will NOT be making changes to the organization.

• Migrate a test deployment to a staging environment for a smoother real-life experience.

• Plan and communicate the deployment to all users of the organization in advance.

• Ensure that at least 60% of the code is covered by unit tests before deploying to production.

• Ensure all users refrain from logging into production for an entire day prior to deployment.

Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

• Chat

• Omni Channel

• Case Assignment Rules

• Process Builder Assignment

Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Select two.

• Display articles in a public knowledge base.

• Setup Article Versioning.

• Display articles with HTML, images, and links.

• Publish articles to the Web using Salesforce Publisher.

A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

• Create a task related to the article with a reminder set for the article start date.

• Create a workflow rule to update the article status to Published on the article start date.

• Set the article publish date to automatically display the article on the start date.

• Send an email reminder to update the article status to Published on the start date.

Universal Containers is looking to migrate to a new knowledge solution for their contact center. They have 10,000 knowledge articles, but have found that only 5% are being used frequently by their contact center agents and customers on their public website. What should be recommended as part of this implementation? Select two.

• Prepare a test set of articles for import into the sandbox

• Import all articles and then delete those which are not important

• De-prioritize data quality, because articles can be modified by the KB manager after deployment

• A one-time import of only the most frequently used articles

Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

• Allow agents to create Knowledge articles from the Knowledge component.

• Require agents to create Knowledge articles when opening a case.

• Add the Submit Feedback button to articles.

• Add the Submit Feedback button on the Cases tab.

A customer has a detailed question about product functionality. The customer would like access to subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Select two.

• Mass email

• Experience Cloud Sites

• Public groups

• Salesforce Chat

What is a benefit of an Experience Cloud Site? Select two.

• Eliminates the need to track service level agreements

• Reduces incoming call volume

• Enables customers to log inquires without contacting an agent

• Eliminates the need for support agents