QUESTION: 65

The Registrar's office has limited staff and is interested in a real-time automated Salesforce messaging solution that can address common student questions on deadlines and requirements, and provide links to resources.
Which two options should the consultant recommend to meet the requirement? Choose 2 answers.

Knowledge
Queues
Bots
Live Chat

Answer(s): C,D

Explanation:

Bots and Live Chat are two options that the consultant can recommend to meet the requirement of providing real-time automated Salesforce messaging solution that can address common student questions on deadlines and requirements, and provide links to resources. Bots are automated agents that can interact with customers via text or voice, and provide answers, guidance, or actions based on predefined rules or artificial intelligence. Live Chat is a feature that allows users to chat with customers or prospects in real time from a website or an app, and provide support or information. Bots and Live Chat can be used together to create a seamless customer service experience, where bots can handle simple inquiries and escalate complex cases to live agents. Knowledge and Queues are not options that can provide real-time automated Salesforce messaging solution.

Reference:

https://www.salesforce.com/products/service-cloud/features/bots/ https://www.salesforce.com/products/service-cloud/features/live-chat-software/ https://trailhead.salesforce.com/en/content/learn/modules/service_bots_basics

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QUESTION: 66

The Advancement office wants to replace its legacy system with Salesforce and has hired a consultant to help build a CRM strategy.
Which recommendation should the consultant make to meet this requirement?

Implement Nonprofit Success Pack (NPSP).
Start solution design during a discovery session.
Prioritize the organization's initiatives.

Answer(s): C

Explanation:

A CRM strategy is a plan that outlines how an organization will use Salesforce to achieve its goals and objectives. A consultant should recommend prioritizing the organization's initiatives as part of the CRM strategy, as this will help align the Salesforce solution with the most important and urgent needs of the Advancement office, such as fundraising, donor engagement, alumni relations, etc. Prioritizing the initiatives will also help define the scope, timeline, and budget of the project, as well as the key stakeholders, success metrics, and risks involved. Implementing Nonprofit Success Pack (NPSP) is a possible solution option, but not a recommendation for the CRM strategy. Starting solution design during a discovery session is a project management best practice, but not a recommendation for the CRM strategy.

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QUESTION: 67

An institution has centralized email communications for alumni. Departments across the university should only be able to view their team's content.
What should a consultant recommend to meet this requirement?

Salesforce Data Management Platform
Einstein Account-Based Marketing
Pardot Business Unit
Marketing Cloud Business Unit

Answer(s): D

Explanation:

Marketing Cloud Business Unit is a solution that the consultant can recommend to meet the requirement of centralizing email communications for alumni and allowing departments across the university to only view their team's content. Marketing Cloud Business Unit is a feature that allows users to segment their Marketing Cloud account into separate units based on different criteria, such as brands, regions, products, or teams. Marketing Cloud Business Unit can be used to control access to data, content, subscribers, reports, and settings for each unit. Marketing Cloud Business Unit can help the university create a centralized email communication strategy for alumni while maintaining data security and visibility for each department. Salesforce Data Management Platform, Einstein Account-Based Marketing, and Pardot Business Unit are not solutions that can meet the requirement of centralizing email communications for alumni and allowing departments across the university to only view their team's content.

Reference:

https://help.salesforce.com/s/articleView?id=sf.mc_overview_business_units.htm&type=5 https://trailhead.salesforce.com/en/content/learn/modules/marketing-cloud-basics/marketing- cloud-basics-business-units

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QUESTION: 68

A university is experiencing performance degradation issues such as record locking, long search times, and long record save times.
What is the likely cause for all of these issues?

TDTM
Insufficient code coverage
Data skew
Insufficient data storage

Answer(s): C

Explanation:

Data skew is the likely cause for all of these issues, such as record locking, long search times, and long record save times. Data skew is a condition that occurs when a large number of child records are associated with a single parent record, or when a large number of records are owned by a single user. Data skew can affect performance and functionality, such as locking records, slowing down queries, and increasing save times. TDTM, insufficient code coverage, and insufficient data storage are not likely causes for all of these issues.

Reference:

https://help.salesforce.com/s/articleView?id=sf.data_skew.htm&type=5 https://developer.salesforce.com/blogs/engineering/2012/04/avoid-account-data-skew-for-peak- performance.html

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