QUESTION: 33

The Director of Customer Service wants to know when agents are overwhelmed with high-priority items in the support queue. The Director wants to receive a notification when a new case is open with the status of "New" for more than four business hours. Which automation process could be used to accomplish this? Choose 2 answers

Escalation rules
Visual workflow
Lightning Process Builder
Scheduled Apex

Answer(s): A,C

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QUESTION: 34

Universal Containers provide access to Salesforce for their sales, service and marketing teams. Management wants to ensure that when user login, their home tab provides access to links and documentation that are specifically relevant to their job function. How can this requirement be met?

Create separate home page custom components and layouts; assign to user by role.
Expose specific elements within a home page custom component determined by profile.
Create separate home page custom components and layouts; assign to user by profile.
Expose specific elements within a home page custom component determined by role.

Answer(s): C

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QUESTION: 35

Where can a custom button be placed? Choose 3 answers

On the User Object
On the Custom List View
On a Person Account
On a related list
On a Web-to-Case form

Answer(s): B,C,D

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QUESTION: 36

What is a key consideration when using unmanaged packages? Choose 2 answers

A namespace is not required to create an unmanaged package.
The person who created the unmanaged package can change or update installed components
The person who created the unmanaged package has no control over the installed components
A namespace is required to create an unmanaged package.

Answer(s): A,C

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QUESTION: 33

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QUESTION: 36