QUESTION: 17 Exam Topic: 1 Pool A (Main)

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

Keep all open in tabs.
Use a second Console session.
Define a custom List View.
Add History to the Utility bar.

Answer(s): D

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QUESTION: 18 Exam Topic: 1 Pool A (Main)

The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? (Choose 2)

Create a case queue for all created or updated cases.
Create a case report that displays all created or updated cases.
Create an email alert notification for Case Teams.
Create a case list view that is filtered by My Case Teams.

Answer(s): A,C

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QUESTION: 19 Exam Topic: 1 Pool A (Main)

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.

Which product and license type would meet all of these requirements?

Force.com Sites with Knowledge and Email-to-Case
Visualforce and Self-Service Portal
Force.com Sites with Knowledge and Web-to-Case
Force.com Sites and High-Volume Customer Portal

Answer(s): D

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QUESTION: 20 Exam Topic: 1 Pool A (Main)

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to beunavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? (Choose 3)

Publish ongoing updates to the community knowledge base with details about the upgrade.
Communicate information about the upgrade to customers in advance.
Send routine status updates to customers via Chatter during the upgrade.
Replace the default outage page with a custom page containing upgrade information.
Notify customers once the upgrade is completed and full services are restored.

Answer(s): B,D,E

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QUESTION: 17 Exam Topic: 1 Pool A (Main)

QUESTION: 18 Exam Topic: 1 Pool A (Main)

QUESTION: 19 Exam Topic: 1 Pool A (Main)

QUESTION: 20 Exam Topic: 1 Pool A (Main)