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NEW QUESTION 43 Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?

• A. Identify the requirements needed for initial GoLive.
• B. Prioritize the requirements based on who submitted them.
• C. Organize the requirements from largest to smallest.
• D. Provide a timeline that addresses all the requirements.

Answer: A   NEW QUESTION 44 The contact center at universalcontainers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answers

• A. Automatic call distribution
• B. Service cloud console
• C. Knowledge base
• D. Customer community

Answer: C,D   NEW QUESTION 45 Universal containers is in the process of setting up abusiness-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

• A. Milestones
• B. Assets
• C. Cases
• D. Service contracts

Answer: D   NEW QUESTION 46 A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

• A. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
• B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
• C. Create an API integration between Salesforce and the telephony system.
• D. Implement an on demand telephony solution provided by a vendor.

Answer: B   NEW QUESTION 47 One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

• A. Use Data Loader to delete the corrupt data.
• B. Log a Data Recovery case with Salesforce Support.
• C. Restore the data using the available backup.
• D. Manually update the corrupt data to correct it.

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