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NEW QUESTION 29
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Simpler and easier to configure
- B. Better reporting
- C. Branded site
- D. Access to custom objects
Answer: B,C,D
NEW QUESTION 30
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Enable Omni-Channel Case assignment
- B. Implement Lightning Guided Engagement
- C. Configure a Visual Flow Troubleshooting Action
- D. Define separate Record Types for Tier 1 and Tier 2
Answer: B,C
NEW QUESTION 31
Customer Support Agents are frustrated with how they interact with their current case management solution
and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls,
update cases, and communicate with customers?
- A. Configure the Case highlights panel
- B. Create Salesforce Classic Quick Action
- C. Configure Case Feed page layouts
- D. Add a Visualforce page to the Case layout
Answer: C
NEW QUESTION 32
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of
users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users can download and view content
- B. Users are not associated with a role in the hierarchy
- C. Users can be part of a case team
- D. Users cannot own records
Answer: B
NEW QUESTION 33
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Products and assets associated to the case
- B. Contract details related to the entitlement
- C. Knowledge articles attached to the case
- D. Articles appearing in the Knowledge sidebar
Answer: C
NEW QUESTION 34
……
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