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NEW QUESTION 54
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is createdB. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is createdC. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is createdD. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

Answer: C

 

NEW QUESTION 55
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure Assignment Rules based on Case Priority.B. Add the Entitlements related list to the Account Page Layout.C. Configure Success, Warning, and Violation Actions for Milestones.D. Create a Report of all active Entitlements grouped by Customers.

Answer: A,B

 

NEW QUESTION 56
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A. Number of customer ratingsB. Number of archived articlesC. Number of approved articlesD. Number of article votes

Answer: D

 

NEW QUESTION 57
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

A. Create at least two different approval processes.B. Create at least two different data categories.C. Create at least two different article types.D. Grant managers the Manage Salesforce Knowledge permission.E. Grant managers the Manage Data Categories permission.

Answer: A,C,D

 

NEW QUESTION 58
What are three considerations when adding a report chart to a Console Component? Choose 3 answers

A. The report is shared with a Chatter Group.B. The report is a Summary or Matrix report.C. The report has a standard Report Type.D. The report chart is added to the Page Layout.E. The report contains a chart.

Answer: B,E

 

NEW QUESTION 59
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