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NEW QUESTION 40
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

A. Force.com migration tool, Force.com IDE, and change sets
B. Mass Transfer Records, change sets, and Force.com migration tool
C. Data loader, change sets, and Force.com Excel Connector
D. Visual Workflow, data loader, and Force.com IDE

Answer: A

NEW QUESTION 41
For which purpose should a contact center use Visual Flow?

A. To escalate to the support manager if it has been open for more than 72 hours
B. To assign follow-up tasks to an agent one week after a case is closed.
C. To automate business processes for agents who troubleshoot customer support issues via phone
D. To automatically assign cases to a specific queue based on the customer support level

Answer: C

NEW QUESTION 42
The support manager at universal containers has noticed an increase in average case age, which is negatively
impacting customer satisfaction. To research the situation, the support manager wants to know the amount of
time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

A. Create a report using the Case Lifecyle report type
B. Create a report using the Case historical trending report type
C. Create a report using the Case age report type
D. Create a report using the Case snapshot report type

Answer: A

NEW QUESTION 43
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles
while taking calls. The company needs to migrate the existing knowledge base of documents and images into
Salesforce. Which step will be required fort he implementation? Choose 3 answers

A. Create multiple CSV files, one for each article type
B. Load all articles with the Apex data loader tool
C. Create HTML files referencing image to be uploaded
D. Match each new article to an existing article type
E. Create a single CSV file, including all article types

Answer: A,C,D

NEW QUESTION 44
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible
scheduling. Which method can be used to improve agent retention? Choose 2 answers: