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An Administrator at DreamHouse Realty wants an easier way to assign an agent capacity and skill set. Which feature should the administrator enable to meet this requirement?
A.
Knowledge Management.
B.
Omni-Channel
C.
Escalation Rules
D.
Territory Management
Omni-Channel
To assign agent capacity and skill set, the administrator should enable Omni-
Channel, which is a feature that allows agents to work on multiple cases or chats at once based on their availability and expertise. Omni-Channel can route work items to agents based on their predefined capacity and skills, ensuring that they are working on the right tasks at the right time. Knowledge Management, Escalation Rules, and Territory Management are not related to agent capacity and skill set.
References:https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm
&type=5
When a Sales rep clicks a button on an opportunity, a simple discount calculator screen should be launched. Which automation tool should an administrator use to build this discount calculator screen?
A.
Flow Builder
B.
Workflow Rule
C.
Platform Event
D.
Process Builder
Flow Builder
Flow Builder supports creating a screen that can launch a simple discount calculator when a button is clicked on anopportunity.
References:
https://help.salesforce.com/s/articleView?id=sf.flow_builder_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.flow_distribute_button.htm&type=5
The administrator at Ursa Major Solar need to make sure the unassigned cases from VP customers get transferred to the appropriate service representative within 5 hours. VIP Customers have access to support 24 hours a day. How should this be configured?
A.
Assignment Rules.
B.
Business Hours.
C.
CaseQueues
D.
Escalation Rules
Escalation Rules
Escalation rules allow you to escalate cases based on certain criteria, such
as time or priority. You can use escalation rules to transfer unassigned cases to the appropriate service representative within a specified time frame.
References: https://help.salesforce.com/s/articleView?id=sf.customize_escalation.htm&type=5
AW Computing (AWC) occasionally works with independent contractors, who the company stores as Contacts in Salesforce. Contractors often change agencies, and AWC wants to maintain the historical accuracy of the record.
What should AWC use to track Contacts?
A.
Use a partner community to track the Contacts.
B.
Create a new Contact record for each agency.
C.
Create a Junction object to track many-to-many relationship.
D.
Enable Contacts to multiple Accounts.
Enable Contacts to multiple Accounts.
Contacts to multiple accounts is a feature that allows you to associate a
single contact with multiple accounts, both business and person accounts. This way, you can maintain the historical accuracy of the contact record without creating duplicate records for each account.
References:https://help.salesforce.com/s/articleView?id=sf.contacts_multiple_acco
unts.htm&type=5
Ursa Major Solar offers amazing experiences for all of it employees. The Employee engagement committee wants to post updates while restricting other employees from posting. What should the administrator create to meet this request?
A.
Chatter Stream.
B.
Chatter Broadcast Group
C.
Chatter Recommendations.
D.
Chatter Unlisted Group
Chatter Broadcast Group
Chatter broadcast group is a type of group that should be created to meet
this request. Chatter broadcast group is a group where only group owners and managers can create posts, but anyone can comment on posts. This can be useful for sharing important updates or announcements with a large audience without cluttering the feed with other posts.
References:https://help.salesforce.com/s/articleView?id=sf.collab_groups_create.htm
&type=5
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