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Salesforce Service Cloud Administration Sample Questions (Q55-Q60):

NEW QUESTION # 55
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

• A. On-Demand Email-to-Case
• B. Web-to-Case
• C. Email-to-Case
• D. Salesforce for Outlook

Answer: C
NEW QUESTION # 56
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part ofthe solution?

• A. A mashup integration on the Account page to a third-party mapping service
• B. A Web Service call-out that retrieves map details from the backend system
• C. A custom tab of type URL that displays a map image of customer location
• D. An outbound message to a middleware platform to provide map details

Answer: A
NEW QUESTION # 57
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?

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

Answer: B
NEW QUESTION # 58
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

• A. Article Types
• B. Omni-Channel
• C. Support Processes
• D. Page Layouts
• E. Record Types

Answer: B,C,E
NEW QUESTION # 59
A Service Rep transfers a Live Agent Chat to another Rep.
Which twothings will happened?

• A. The Customer doesn't know they were transferred
• B. Both Service Reps can chat with the customer
• C. The Customer is shown the new Rep's name
• D. The chat transcripts and case are transferred

Answer: C,D
NEW QUESTION # 60
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