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Question No. 1

Universal Containers has basic field service requirements and has not yet deployed the ServiceCloud. The company would like to automatically create a field service dispatch record and assign itto a queue when specific case criteria are selected by an agent working the case.

Which solution will create and route the field service dispatch record when the case is saved?

A. Use a workflow rule with an actionB. Use a validation ruleC. Use a case assignment ruleD. Use an Apex trigger

Answer: A

Question No. 2

UC is in the process of implementing Service Cloud. In which order should the data be migrated?

A. Users, accounts, contacts, casesB. Accounts, contacts, cases, usersC. Users, contacts, accounts, casesD. Accounts cases, users, contacts

Answer: A

Question No. 3

Which method can be used to route social media inquiries with Salesforce using Salesforce forTwitter and Facebook?

A. Enable social profile and add workflow rules to the contact objectB. Use Twitter-to-Case and add workflow rules to the case objectC. Enable social profile and add assignment rules to the case objectD. Use the routing queues provided with Salesforce for Twitter and Facebook

Answer: C

Question No. 4

UC has completed development and testing of its Service Cloud implementation and plans to migratefunctionality from the sandbox environment to the production environment. What should be used formigration functionality?

A. Data loader, change sets, and Force.com Excel ConnectorB. Force.com migration tool, Force.com IDE, and change setsC. Visual Workflow, data loader, and Force.com IDED. Mass Transfer Records, change sets, and Force.com migration tool

Answer: B

Question No. 5

UC is initiating a program to improve customer satisfaction. As part of the program, customers must

be surveyed after the case is closed to ensure the customer is satisfied and the issue has beenresolved. What solution should a consultant recommend to meet this requirement?

A. Use workflow rules to send an email to the customerB. Use escalation rules to assign the case to a case queueC. Use auto-response rules to send an email to the customerD. Use assignment rules to assign the case to a case queue

Answer: A