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Salesforce Contact Center Accredited Professional Sample Questions (Q86-Q91):

NEW QUESTION # 86
You need to configure email templates for case updates and notifications. Which tool best suits this task?

A. Lightning Email Templates with flexible design options and dynamic data merge fields.
B. Salesforce Classic Email Templates with drag-and-drop content editing.
C. Einstein Mail Composer powered by AI for personalized and responsive email content.
D. Entitlement Email Templates for automated communication based on service level agreements.

Answer: A

Explanation:
Lightning Email Templates provide the best solution for configuring email templates for case updates and notifications. These templates offer flexible design options and the ability to use dynamic data merge fields, making them ideal for creating personalized and context-specific communications.

NEW QUESTION # 87
While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

A. Facebook Messenger
B. Messaging for In-App
C. SMS Messaging

Answer: A,B,C

Explanation:
Ursa Major Solar can implement customer push notifications across various channels including SMS Messaging, Facebook Messenger, and Messaging for In-App as part of their Customer Engagement upgrade project. These channels are supported by Salesforce's marketing and engagement tools, allowing for the delivery of timely and relevant notifications directly to customers' devices. Utilizing these channels for push notifications can enhance customer engagement by providing updates, promotions, and alerts that encourage interaction and improve customer experience.
Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/

NEW QUESTION # 88
You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

A. File attachments within Salesforce case records.
B. Salesforce Platform Events or Queues for real-time data streaming and storage.
C. Salesforce Content Management System (CMS) for document and asset management.
D. External cloud storage with Salesforce integration.

Answer: D

Explanation:
When migrating historical call recordings, secure and scalable storage options are crucial. External cloud storage solutions, integrated with Salesforce, provide the best option for handling large volumes of data such as call recordings. These solutions offer scalability, security, and easy accessibility, which are necessary for effective data management within Salesforce environments. Thus, "B. External cloud storage with Salesforce integration" is the most suitable storage option for this purpose.
Reference: Salesforce Files and Content Management

NEW QUESTION # 89
The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

A. Create 10 service reports Select the objects Combine the service reports
B. Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
C. Create a custom report type Select four object relationships Select adal from extra objects

Answer: C

Explanation:
To create a service report containing references to 50 objects, Universal Containers should follow these steps:
Create a custom report type: This allows for the definition of primary and related objects.
Select up to four object relationships: This structures the primary relationships needed for the report.
Add fields from additional related objects: This extends the report's scope to include up to 50 object references by pulling in fields from other relevant objects.
This method provides a scalable approach to complex reporting needs within Salesforce.

NEW QUESTION # 90
Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

A. Only Apex triggers are executed
B. Automated processes are executed by default
C. Automated processes are not executed

Answer: C

Explanation:
When using Data Loader for data migration, it's important to note that automated processes such as workflow rules, processes from Process Builder, and some validation rules are not executed by default unless specified in the settings. This can be crucial for ensuring the integrity of the data migration process, particularly when dealing with large volumes of data like closed cases. Thus, "B. Automated processes are not executed" is the key consideration to keep in mind, as it affects how the data is handled during the migration process.
Reference: Salesforce Data Loader Guide

NEW QUESTION # 91
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