QUESTION: 77

A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Validation Rules
Einstein Next Best Action
Service Analytics Predictions
Einstein Reply Recommendations

Answer(s): D

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QUESTION: 78

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: 79

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

Which factor should a Consultant consider as part of the migration strategy?

Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

Answer(s): C

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QUESTION: 80

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?

Email-to-case
Social Customer Service
Chat
Web-to-case

Answer(s): A

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QUESTION: 77

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QUESTION: 80