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Q81. Which method can be used to improve agent retention? Choose 2 answers:
A. Mix telephony interactions with email and chat
B. Extendbenefits to part-time agents
C. Provide additional training on tools and process
D. Allow shift trading between agents
Answer: BD
Q82. CORRECT TEXT
When multiple currencies are enabled how are currency fields calculated?
Answer: 1. Every record has a currency field that determines the currency type for amounts in that record.
2. All currency amounts display in the records currency and are also converted to the personal currency of the record owner based on conversion rates (entered by administrator) For example, if you do business with Acme, Inc., a Germancompany, you can set the Currency field in the Acme, Inc. Account to “EUR - Euro.” Amounts such as Annual Revenue will display in eu
Q83. CORRECT TEXT
What are forecast categories?
Answer: Best Case includes amounts you are likely to close, closed/won opportunity amounts, and amounts in the Commit category Closed includes amounts for closed/won opportunities
Commit includes amounts you are confident about closing and closed/won opportunityamounts
Omitted means the amount does not contribute to your forecast Pipeline includes amounts from all open opportunities
Q84. CORRECT TEXT
What is the difference between Salesforce for Outlook and Connectfor Outlook?
Answer: Salesforce for Outlook is a Microsoft Outlook integration applicationthat lets you log emails in Salesforce. You can sync contacts, events, and tasks between Outlook and Salesforce. Settings are stored inconfigurations in Salesforce. Force.com Connect for Microsoft Outlook is an add-in that allows you to interact with Salesforce from Outlook. Connect for Outlook adds buttons and options to your Outlookuser interface.
Q85. With Customizable Forecasting you can forecast any of the following data. (Select all that apply)
A. Quantity
B. Units of Individual Products
C. Units of Product Family
D. Amount
Answer: ACD
Q86. Forecasting is an exact science and is the total of all the opportunities you are working on.
A. True
B. False
Answer: B
Q87. CORRECT TEXT
When using Social Contacts, what determines the amount of information a Salesforce user sees when viewing a social network profile for a contact?
Answer: 1. The user's social network connection to the contact
2. The contact's social network privacy settings
Q88. Your commit summary says you can bring in $1,000 this period butyou've just gotten a verbal approval on a deal for $500 from a CEO. What should you do?
A. Nothing. It's ok if the forecast is inaccurate
B. Override the opportunity and move the stage to commit, making the forecast more realistic
C. Override the forecast summary for your commit
Answer: B
Q89. Which of the following is good ChatterEtiquette? (Select all that apply)
A. Connect with co-workers by letting them know about your weekend
B. Direct users to a subject matter experts
C. Ask questions to gain vertical expertise
D. Ask questions about bonus schedules
Answer: BC
Q90. Which of the following descriptions best describe Knowledge?
A. A tool for extending pricing proposals to customers
B. A content management tool for users who seek information
C. A library that allowsaccess to documents
D. A collaboration tool
E. A data enrichment tool that maintains updated data
Answer: B