The administrator for Cloud Kicks has created a screen flow to help service reps ask the same set of questions when customers call in with issues. This screen should be visible from cases.How should the screen flow be distributed?
Answer(s): C
Lightning page allows you to customize a record page and add a screen flow as a component. You can use the Lightning App Builder to drag and drop the Flow component onto the page and select the screen flow you want to display.
https://help.salesforce.com/s/articleView?id=sf.flow_distribute_lightning_page.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.flow_builder_overview.htm&type=5
Northern Trail Outfitters has a custom quick action on Account that creates a new Case. How should an administrator make the quick action available on the Salesforce mobile app?
Answer(s): D
To make a quick action available on the Salesforce mobile app, you need to add it to the Salesforce Mobile and Lightning Experience Actions section of the page layout. You can use the Page Layout Editor to drag and drop the quick action onto the section.
https://help.salesforce.com/s/articleView?id=sf.actions_in_lex.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.customize_page_layouts.htm&type=5
The administrator at DreamHouse Realty added an email quick action to the Case page layout and is unable to see the action on the case feed.Which feature must be enabled to ensure the quick action will be displayed as expected?
Answer(s): B
Email-to-Case allows you to create cases from incoming emails. You need to enable this feature and set up routing addresses and case creation settings.
https://help.salesforce.com/s/articleView?id=sf.customizesupport_email_to_case.htm&type=5
An administrator has reviewed an upcoming critical update. How should the administrator proceed with activation of the critical update?
Answer(s): A
To test the impact of a critical update before it is auto-activated, you should activate it in a sandbox first. This way, you can verify that your customizations and integrations work as expected without affecting your production org.
https://help.salesforce.com/s/articleView?id=sf.admin_critical_updates.htm&type=5
DreamHouse Realty regularly processes customer requests for warranty work and would like to offer customers a self-serve option to generate cases. Which two solutions should an administrator use to meet this request? Choose 2 answers
Answer(s): A,D
Web-to-Case and Email-to-Case are two solutions that allow customers to create cases from a web form or an email. Web-to-Case generates HTML code for a web form that you can place on your website. Email-to-Case converts incoming emails into cases.
https://help.salesforce.com/s/articleView?id=sf.customizesupport_web_to_case.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.customizesupport_email_to_case.htm&type=5
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