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Q61. Which of the following is a typical challenge for a sales organization? (Select all that apply)

A. Optimizing lead management

B. Drivingmore business

C. Improving sales rep productivity

D. Complete visibility

E. Poor customer satisfaction

Answer: ACD


Q62. CORRECT TEXT

Know quotas as related to individual reps – choose 2 answers:

A. %of quota attained bysalesmen

B. Quarterly forecast summary by rep

Answer: AB


Q63. CORRECT TEXT

Can you capture currency amount information through web to leador web to case?

Answer: Yes. Add the Lead Currency or Case Currency fields when generating the HTML form. This will ensure the currency amount is capturedand not converted to the corporate currency.


Q64. CORRECT TEXT

If the Marketingteamwantto track transactions related to a new product launch, what is the best way to do this?

Answer: Create a workflow that sends an email each time an opportunity iscreatedthat is associated with that product.


Q65. 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 onthe manager's dashboard? Choose 3 answers:

A. Average Call Handle Time

B. Cases by Support Channels

C. Number of Portal Loginsper Day

D. Escalated Calls

E. Knowledge Article Usage

Answer: BCE


Q66. CORRECT TEXT

If a forecast includes opportunities that are in different currencies,how are these forecast?

Answer: Opportunities in different currencies will be converted to your personal currency for display. Amounts in the opportunities are not affected.


Q67. CORRECT TEXT

How is a user granted authority to create campaigns?

Answer: An administrator must select the Marketing User checkbox on a user’s profile to designate that user as a Marketing User.


Q68. Which task should be included in a business continuity plan for a contact center? (There are three correct answers.)

A. Route cases toagents in an alternate center.

B. Disable the Interactive Voice Response (IVR) system.

C. Deliver training on case handling for contingent staff.

D. Update the case status field values.

E. Monitor service level agreements (SLAs) and notify customers.

Answer: ACE


Q69. A strong pipeline requires trusted data. Which of the following example describes a need for trusted data?

A. Leads are qualified butnot routed to the right people

B. Campaigns are launched without communicating the follow-up plan

C. Leads are tracked in separate systems, not accessible by all

D. As business matures, it becomes difficult to identify right prospects

Answer: D


Q70. Which of the following descriptions best describe Chatter?

A. A toolfor 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: D