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NEW QUESTION 50
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for
different telephony systems? (Choose 2)

A. It allows voicemails to be captured and stored as attachments on cases
B. It is an intermediary between a telephony system and a Salesforce CRM call center user
C. It is a server based software program that controls the behavior of a Salesforce SoftPhone
D. It utilizes the SoftPhone capability from within the Salesforce application

Answer: B,D

NEW QUESTION 51
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

A. Plan, Prepare, Test, Execute, Validate
B. Plan, Prepare, Validate, Execute, Test
C. Prepare, Plan, Test, Execute, Validate
D. Prepare, Plan, Validate, Execute, Test

Answer: B

NEW QUESTION 52
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status
of those inquiries, and View their contact information. To meet these requirements, which type of portal
license would be most appropriate for the customers?

A. Partner portal
B. Enterprise admin
C. Service Cloud portal (Customer Community)
D. Sites

Answer: D

NEW QUESTION 53
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)