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NEW QUESTION 50
Universal Containers (UC) needs to support its customers via email, phone, and chat. Service agents are only scheduled to support one communication channel for each shift. UC has implemented a service-focused community but only wants customers to inquire about service in the community through chat.
Which three options should a Solution Architect recommend to meet the requirements defined above?
Choose 3 answers
- A. Omni-Channel with defined presence, routing configurations,and Service Channels
- B. Experience Cloud, web-to-case, and a CTI integration
- C. Customer Community with Live Agent
- D. CTI adaptor with Omni-Channel integration
- E. Customer Community with ability to create a new support Case
NEW QUESTION 51
Northern Trail Outfitters (WO) is transforming its service experience. NTO has created a RACI matrix to understand the key stakeholders' responsibilities for activities and decisions during a Salesforce Field Service discovery workshop.
Which three NTO stakeholders should a Solution Architect recommend be defined as Consulted during the discovery workshop?
Choose 3 answers
- A. NTO employee representing a typical customer
- B. Field Service Agent
- C. Business Analyst
- D. Project Manager
- E. Field Service Manager
NEW QUESTION 52
Universal Containers (UC) currently has Sales Cloud, Revenue Cloud, and Marketing Cloud Account Engagement within its existing Salesforce environment and is utilizing a standard Lead to Cash solution across those clouds. UC is 2 years into its Salesforce implementation, and the CIO is getting concerned with the sheer amount of data affecting its environment's data limits.
IT is doing upkeep on older records that may no longer be relevant. They have decided to start looking at data archival strategies and what to archive correctly. Given that this solution involves Leads from Marketing Cloud Account Engagement, Opportunities from Sales Cloud, and Quotes from Revenue Cloud, they are concerned about archiving related data on active sales pipelines. They also want to keep a historical snapshot of all of their Quotes, Opportunities, and Leads for future pipeline performance purposes and are open to options.
Choose 2 answers
- A. Recommend AppExchange solutions that provide capabilities around data archiving to the CIO.
- B. Segment the data in terms of data needed for daily operations, data that is used occasionally at demand, and data that is used purely for historical purposes.
- C. Propose Skinny Tables to the CIO before doing anything else.
- D. Understand the organization's regulatory requirements around right to retain or delete data.
NEW QUESTION 53
The business model of Universal Containers (UC) puts a strong emphasis on indirect sales and service processes. UC's customers are primarily distributors, resellers, and service providers who either sell or service products independently, or collaborate with UC on joint opportunities and cases. In the past, collaboration was primarily driven through email but UC wants to bring both service and sales collaboration onto one consolidated platform.
Which solution should a Solution Architect recommend to create better collaboration and visibility for UC employees, resellers, and service partners?
- A. Grant access to resellers and partners by providing Sales Cloud licenses and Service Cloud licenses.
- B. Grant access to resellers and partners by providing Partner Community licenses.
- C. Grant access to resellers and partners by providing Customer Community licenses.
- D. Grant access to resellers and partners by providing Customer Community Plus licenses.
NEW QUESTION 54
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