NEW QUESTION 1

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge. Which three statements must be considered? Choose 3 answers

• A. A separate .csv import file is uploaded for each data category
• B. Each article must be associated to an article type
• C. A separate .csv import file is uploaded for each article type
• D. Attachments and .html files must be referenced in a corresponding .zip file
• E. Once .csv import file is uploaded for all article types

Answer: BCD

NEW QUESTION 2

Cloud Kicks has a private sharing model on Accounts. Account Executives need to ensure that Business Development Users can qualify marketing Opportunities on their accounts. There can be different Business Development Users for a given opportunity. Sales Management needs to be able to report on which Business Development Users are assigned to opportunities. What should the Consultant recommend to the Account Executives?

• A. Share Opportunities with Business Development Users by granting read access to Opportunities in their portfolio.
• B. Add Business Development Users as Account Team members with a role that grants Modify All access.
• C. Share Accounts with Business Development Users.
• D. Add Business Development Users as Opportunity Team members with a role that grants read/write access.

Answer: D

NEW QUESTION 3

Territory Mgt (why use it?) – choose 3 answers:

• A. Sales commissions
• B. Currency reconciliation
• C. Data access rules for accounts & opportunities
• D. Assigning accounts to territories
• E. Alignment of overlay sales teams

Answer: CDE

NEW QUESTION 4

AConsultant for Cloud Kicks Sales Cloud has proposed implementing an Account Hierarchy. What impact could the redesign have on the org?

• A. The ownership of an Account determines the visibility of the Account Hierarchy.
• B. The value of all Opportunities in an Account Hierarchy are visible on the parent Account
• C. The Account Hierarchy can be visualized from all levels in the structure.
• D. A user who owns an Account at the bottom of the hierarchy has access to all parent Accounts.

Answer: C

NEW QUESTION 5

Universal Container wants to improve sales productivity in inside sales and it has been advised to consider Salesforce Console for sales. What use case will satisfy this requirement? Choose 2 answers

• A. Need to add notes quickly or log activities for each record
• B. need to see records and related items as tabs under one screen
• C. need to chat with customer in real time with chatter
• D. Need to prioritize search results for contacts and opportunities

Answer: AB

NEW QUESTION 6

Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

• A. Salesforce Knowledgebase
• B. Chatter Groups
• C. Field Service Lightning
• D. Service Cloud SOS

Answer: CD

NEW QUESTION 7

What are two considerations for enabling multiple currencies at Cloud Kicks? Choose 2 answers

• A. Changing the exchange rate automatically updates the converted amount on all records, except the closed Opportunities.
• B. Reports on these objects support multiple currencies: Accounts, Opportunity, Lead, case, and Opportunity product schedules.
• C. After enablement, primary currency display in the parenthesis and the secondary amount displays as usual.
• D. Once enabled, multiple currencies cannot be disabled.

Answer: BD

NEW QUESTION 8

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers:

• A. Average Call Handle Time
• B. Cases by Support Channels
• C. Number of Portal Logins per Day
• D. Escalated Calls
• E. Knowledge Article Usage

Answer: BCE

NEW QUESTION 9

Match this tip with its design consideration. "Use 1-2 clicks from the Home page"

• A. Tab and field naming
• B. Reduced clicks
• C. Search
• D. Record types and page layouts
• E. Workflow rules and approvals
• F. Minimized redundant data entry

Answer: B

NEW QUESTION 10

A Sales Cloud implementation at Universal Containers requires a global design that involves multi-currency, multi-language, region-specific sales processes and workflows. Which factor is important for optimizing user adoption? Choose 2 answers

• A. ploying realistic training data in the corporate standard currency
• B. Customizing the training curriculum for each specific region
• C. Developing only a standardized, global training curriculum for all users
• D. Communicating the training plan well in advance of training start date

Answer: BD

NEW QUESTION 11

To properly plan for company growth, Cloud kicks needs to track monthly revenue projections from the sales of its annual Subscription service.
How should the Consultant configure Salesforce to support this reporting need?

• A. Opportunity Dashboard showing Opportunities Closed each month
• B. Opportunity Dashboard showing Products sold each month
• C. Opportunity Products with monthly Product Schedules
• D. Opportunity Products with formula fields for each month's value

Answer: C

NEW QUESTION 12

Cloud Kicks is undergoing a GDPR-focused implementation to ensure access to personal information data is limited to only users who need access to a company's account. Cloud Kicks has a private Account model.
How should the Consultant provide specific Account access to the Renewals and Sales Operation teams?

• A. Create Renewals and Sales Operation Account team member roles and have Sales allocate Account team members to the appropriate users.
• B. Create a role-based sharing rule to share all Account with the Sales Operations and Renewals roles.
• C. Add Renewals and Sales Operations team members to a sales user's default Opportunity team.
• D. Create a criteria-based sharing rule to share Accounts with the Sales Operations and Renewals public groups.

Answer: A

NEW QUESTION 13

Business users have requested that the Salesforce Administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on. How should this be accomplished?

• A. Build a custom Visual force page with the list view and assign it to the console sidebar
• B. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
• C. Enable the list to be pinned in the consol
• D. This allows users to view the list alongside the case view in the console
• E. Configure the Case list under custom console components so users can view the list view along with the case view

Answer: C

NEW QUESTION 14

The Cloud Kicks IT team wants to enable person Accounts in its Salesforce org.
Which three prerequisites must be met before the Consultant can enable person Accounts? Choose 3 answers

• A. The Organization-wide Default for Contacts has been set to Controlled by Parent.
• B. The Cloud Kicks Salesforce Community has been disabled to allow person Account self-registration in the future.
• C. The Organization-wide Default for both Accounts and Contacts have been set to Public Read/Write.
• D. At least one record type has been created for Accounts.
• E. User profiles with read access to Accounts also have read access to Contacts.

Answer: ADE

NEW QUESTION 15

Universal Containers current solution for managing its forecast is cumbersome. The sales managers do not have visibility into their team's forecasts and are not able to update the forecasts. As a result the managers are continually asking their sales representatives to provide updated forecast data via email or phone. What solution should a consultant recommend to help Universal Containers improve the management of their forecasts? Choose 2 answers

• A. Create forecast chatter groups where sales representatives can post and share their forecasts
• B. Configure customizable forecasts to give managers forecast override capabilities.
• C. Create a forecast hierarchy and assign managers to the forecast manager role.
• D. Configure weekly customized forecast reports and dashboards to be emailed to sales management

Answer: BC

NEW QUESTION 16

Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

• A. Company Community
• B. Employee Community
• C. Customer Community
• D. Partner Community

Answer: C

NEW QUESTION 17

The shipping department at the Universal Containers is responsible for sending product samples as part of the sales process. When an opportunity moves to the 'Sampling1 stage, Universal Containers an automatic email sent to the shipping department listing the Products on the opportunity. How can this requirement be met using a workflow email?

• A. Create it on the Opportunity using an HTML email template.
• B. Create it on the Opportunity Product using a visualforce email template.
• C. Create it on the Opportunity Product using an HTML email template.
• D. Create it on the Opportunity using a visualforce email template.

Answer: B

NEW QUESTION 18

Service Reps at Universal Containers complain that the Case Feed in the Lightning Service Console has too many entries and is hard to use. Which option should a Service Consultant recommend to improve the Case Feed usability?

• A. Use Compact Case Feed to hide entries
• B. Case Feed Private Sharing to hide entries
• C. Use case feed Filters to organize entries
• D. Use Comments instead of Case Feed entries

Answer: C

NEW QUESTION 19

Cloud Kicks' VP of Technology wants to start using Salesforce for all of the sales teams automation. 70 million records were all migrated from a legacy database to the data warehouse that will be synced with Salesforce. Cloud Kicks wants to be able to search and cross-reference records with the original source database. What should a Consultant recommend to meet this requirement?

• A. Use the standard External ID field and map this to the original record ID value.
• B. Use a custom field named External ID and map this to the current record ID value.
• C. Use the standard External ID field and map this to the current record ID value.
• D. Use a custom External ID field and map this to the original record ID value

Answer: D

NEW QUESTION 20

Universal Containers' customer service technicians need to access the following information while at a customer site complete the service call: - Customer order history - Level of contracted support - List of replaceable parts Which system can Salesforce integrate with to retrieve this information and makes it available to technicians in the field?

• A. An enterprise resource planning system
• B. A workforce management system
• C. A third-party mobile application platform
• D. A knowledge management system

Answer: A

NEW QUESTION 21

Universal Containers currently uses the customizable forecasting feature. A sales representative at Universal Containers has four opportunities for the current quarter that are detailed below:
• $3,500 opportunity in the Best Case forecast category
• $2,000 opportunity in the Commit forecast category
• $1,000 opportunity that has been closed/won
• $1,000 opportunity that has been lost
What are the sales representatives Best Case forecast for the current quarter?

• A. $2,000
• B. $5,500
• C. $3,500
• D. $6,500

Answer: D

NEW QUESTION 22

Which of the following is good Chatter Etiquette? (Select all that apply)

• A. Connect with co-workers by letting them know about your weekend
• B. Direct users to a subject matter experts
• C. Ask questions to gain vertical expertise
• D. Ask questions about bonus schedules

Answer: BC

NEW QUESTION 23

Cloud Kicks wants to improve its Return On investment (ROI) by creating intelligent processes built on trusted, targeted data. What are two justifications for using third-party data enrichment tools? Choose 2 answers

• A. To create customer segment with personas and scoring
• B. To enrich customer data signaling intent to purchase
• C. To survey prospects on post-purchase of competitors' products
• D. To monitor customers' and prospects' NPS score with their customers

Answer: BD

NEW QUESTION 24

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?

• A. Use Process Builder for notifications and case teams to monitor cases.
• B. Use Process Builder for notifications and account teams to monitor cases.
• C. Use escalation rules for notifications and account teams to monitor cases.
• D. Use escalation rules for notifications and case teams to monitor cases.

Answer: A

NEW QUESTION 25

Territory mgt is enabled. Users should be able to track account plans for each account they have access to

• A. Create lookup relationship account -> account plan
• B. Create master detail relationship account -> account plan
• C. Review territory mananagement settings
• D. Validation rule

Answer: B

NEW QUESTION 26

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

• A. Entitlement processes, milestones, milestone actions, and entitlements
• B. Entitlement processes, contracts, contract line Items, and entitlements
• C. Entitlement processes, contract line items, milestones, and entitlements
• D. Entitlement processes, contracts, milestones, and milestone actions

Answer: A

NEW QUESTION 27

Which of the following descriptions best describe Content?

• A. A tool for extending pricing proposals to customers
• B. A content management tool for users who seek information
• C. A library that allows access to documents
• D. A collaboration tool
• E. A data enrichment tool that maintains updated data

Answer: C

NEW QUESTION 28

Cloud Kicks needs to forecast on monthly business that closes and details of open opportunities on a weekly basis. The VP of Sales asks the business analyst to review how the sales funnel is changing month over months. Which two actions should the Consultant take to meet this requirement? Choose 2 answers

• A. Configure a reporting snapshot to run daily.
• B. Create a custom object to store the results in
• C. Schedule a custom forecast report to run weekly
• D. Create a custom report folder to store the results in.
• E. Configure a report snapshot to run weekly.

Answer: BE

NEW QUESTION 29
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