QUESTION: 53

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

Omni-Channel
Page Layouts
Record Types
Support Processes
Article Types

Answer(s): A,C,D

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QUESTION: 54

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

On a utility bar of the Lightning App
On a record Highlights Panel
On a record Activity Feed list
On the Calendar right hand panel

Answer(s): C

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QUESTION: 55

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

Define Case Auto-Response Rules.
Establish Case Assignment Rules.
Create a Process Builder with Scheduled Actions.
Configure Case Escalation Rules.

Answer(s): D

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QUESTION: 56

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

Enable Work Orders.
Create an Entitlement Process.
Set up Milestones.
Configure Service Contracts.

Answer(s): B,C

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