Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers

1. A. Filter the views by case owner.
2. B. Restrict visibility of the views.
3. C. Reduce the number of fields displayed.
4. D. Remove filter criteria from the views.

Correct Answer: AC

As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

1. A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
2. B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
3. C. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
4. D. Prepare a single .csv file that can be used to migrate all article types at once and include with
5. E. properties file in a.zip for import

Correct Answer: B

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

1. A. Omni-Channel
2. B. Publisher Actions
3. C. Macros
4. D. Quick Text
5. E. Chatter

Correct Answer: BCD

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

1. A. Field Service with Integrated Payments
2. B. Experience Cloud with Customer Account Portal template
3. C. Einstein Bots with Credit Card Payments
4. D. Service Cloud Voice with Tele-pay

Correct Answer: D

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

1. A. Create Knowledge Articles and publish internally and publicly.
2. B. Configure IVR routing to bypass Tier 1 for the product line.
3. C. Configure Omni-channel to assign cases directly to Tier 2.
4. D. Create a dashboard to track and manage call volumes by type.

Correct Answer: A