Question 1

A retail company wants to implement a loyalty program for their customers, where customers can earn points for purchases and redeem them for rewards.Which Salesforce suite of products can help them achieve this goal?

Options :

A : Salesforce CPQ

B : Salesforce Communities

C : Salesforce Marketing Cloud

D : Salesforce B2C Commerce

Answer: B

Question 2

Cloud kicks has received feedback that customers are frustrated with the amount of time it takes to reach a support agent by area of expertise according to product information after a new case has been submitted.

Which feature should administrator configure in order to improve the case management process?

Options :

A : Omni-Channel

B : Escalation Rules

C : Macros

D : Knowledge Component

Answer: A

Question 3

AW Computing has a 4-hour SLA in its support guarantee. The company recently received feed that customers art reporting long wait times before an agent responds to a new case after it has been submitted.

How should an administrator ensure cases are properly prioritized?

Options :

A : Auto-Response Rules

B : Escalation Rules

C : Assignment Rules

D : Workflow Rules

Answer: C

Question 4

The administrator at Cloud Kicks created a flow in a sandbox that walks service agents through the Return Merchandise Authorization creation process. The administrator deployed the flow to production with a Change Set. Users are unable to use the flow in production.

Which step should the administrator take?

Activate the flow administrator take?

Options :

A : Activate the flow manually after deployment.

B : Include the active and prior inactive flow version in the Change Set.

C : Ensure there is an active flow version in the sandbox.

D : Deployment the flow, with the Metadata API instead of Change Sets

Answer: A

Question 5

The finance director at Cloud Kicks asks the administrator for an exception report that shows all B2C accounts that are missing the credit card number. The credit card number is a classic encrypted field.

What action should the administrator take to meet this requirement?

Options :

A : Add 'View Encrypted Fields' to a permission set assigned to Finance and system administrators and a summary report filtered by credit card number.

B : Unmask the encrypted credit card number field to make it available and add a custom filter to a report where credit card number is blank.

C : Build a custom checkbox called Has Credit Card' that Finance checks when a credit card is recorded and a tabular report filtered on the checkbox equal to false.

D : Create a summary report that includes a cross-filter to the Account object with a sub-filter for credit card number equal to null.

Answer: C

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