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NEW QUESTION 39 Universal Containers wants to allow its customers to submit support requests across multiple channels. How can this be accomplished with Salesforce? Choose 2 answers

  • A. Expose the case feeds option on the company's website
  • B. Enable Chatter Answers in the company's Customer Community
  • C. Enable the Service Cloud console app on the company website
  • D. Offer a Live Agent chat button on the company website

Answer: B   NEW QUESTION 40 Ursa Major Solar customers have two levels of support available based on their contracted services. Gold-level customers receive email and chat support with a 2-day response window. Platinum-level customers receive 24/7 phone and chat support with a 2-hour response window. What should an administrator configure to ensure support agents respond within an appropriate service level?

  • A. Escalation Rules
  • B. Assignment Rule
  • C. Entitlement Process
  • D. Omni-Channel

Answer: A   NEW QUESTION 41 Sales reps at Ursa Major Solar often give discounts depending on the configuration of the solar panel system. Customers want to know what the different configuration options are. Sales management wants to ensure the opportunity pipeline is as accurate as possible. What should sales reps do to ensure their quotes and opportunities reflect their sales?

  • A. Update the quote record each time the customer requests a different product configuration, and clicks the sync button to update the opportunity.
  • B. Create a new quote record for each of the different product configurations. Sync the most likely to be purchased back to the opportunity.
  • C. Create new opportunities for each quote request. Change the forecast category to omitted for all except the most likely to be purchased.
  • D. Use the products related list to associate the different configurations with the opportunity. Update the Amount field with the most likely purchase price.

Answer: A   NEW QUESTION 42 A Us sales manager and 4 US Sales Users with different profile wants to view a specific account which is based in APAC. As an Administrator, how can you resolve this issue?

  • A. Add them to the Account
  • B. Set the OWD Setting of the said object to Public Read Only
  • C. Create a Public Group and Create Sharing Rule
  • D. Create a custom profile and add the Sales Manager and 4 User

Answer: C   NEW QUESTION 43 ......