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Universal Containers (UC) is implementing Service Cloud within its North America call
center to validate key use cases, system capabilities, and
integration patterns. The UC leadership team is concerned that the upcoming Salesforce
Release schedule may impact the implementation project's
development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?
A. Postpone the release to the production org so the team can finish the project before the release is deployed.
B. Disable updates to the sandbox so the team can continue using the solution without the updates from the release.
C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.
Explanation: Opting the sandbox in as a preview org allows the UC team to test new Salesforce features and updates in a controlled environment before they are deployed to the production org. This proactive approach helps identify and address potential issues, ensuring that the implementation project is not adversely affected by upcoming Salesforce releases.
Cloud Kicks provides regular and special support to customers. When a special case is
created, a dedicated account manager needs Read-Only access and a support specialist
needs Read and Write access.
Which feature will provide the required level of access?
A. View All for Case
B. Case teams
C. Manager groups
Explanation: To provide the required access levels for a dedicated account manager and
a support specialist on special cases, utilizing Case Teams is the most effective solution.
Case Teams allow for the customization of roles and access levels for each team member,
ensuring that the account manager has Read-Only access while the support specialist has
Read and Write access.
The service team members at Cloud Kicks (CK) are struggling to collaborate with each
other on Cases. CK also uses Slack internally.
What should the consultant recommend?
A. Enable and configure Swarming in Slack.
B. Create a case team workspace in Slack.
C. Configure a case notification Slackbot.
Explanation: Creating a dedicated workspace in Slack for case teams enables real-time collaboration and communication among Cloud Kicks service team members. This approach leverages the existing internal use of Slack, providing a familiar platform for team members to discuss cases, share updates, and collaborate effectively.
Universal Containers is using Service Cloud for customer entry and case management, but
order fulfillment, inventory, invoicing, and financial
data are stored in other systems.
Which solution should a consultant recommend for integration?
A. Utilize Apex with integrated External Objects.
B. Utilize an AppExchange integration package.
C. Utilize MuleSoft to integrate the systems.
Explanation: MuleSoft, as an integration platform, offers a robust solution for connecting Salesforce Service Cloud with other systems like order fulfillment, inventory, invoicing, and financial data systems. MuleSoft's Anypoint Platform enables seamless API-led connectivity, ensuring that data flow between Salesforce and external systems is secure, efficient, and scalable. This approach supports complex integration scenarios and facilitates real-time data exchange and process automation across disparate systems.
Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to
customers. CK has recently received complaints from customers who have set their
communication preferences to email only or text only.
What is the most efficient solution the consultant should use to meet the requirements?
A. Remove the phone number from the page layout.
B. Use Dynamic Forms to hide the phone number.
C. Set the Contact Do Not Call field value to True.
Explanation: To address customer complaints about receiving calls despite preferences for email or text communication, setting the 'Do Not Call' field value to True on Contact records is the most efficient solution. This ensures that Lightning Dialer respects communication preferences, preventing calls to customers who have opted out, thereby enhancing customer satisfaction and adherence to communication preferences.
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