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NEW QUESTION 26
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)
to align with industry best practices?

A. Telesales centerB. Human Resources (HR) help deskC. Telemarketing centerD. Information Technology (IT) help desk

Answer: D

 

NEW QUESTION 27
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

A. Web to CaseB. On Demand Email to CaseC. CommunityD. Email to Case

Answer: D

 

NEW QUESTION 28
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

A. Set the final approval action to "Lock the record for editing".B. Agents must click Publish after the Approval Process.C. Approve articles from the Knowledge approval page to Publish.D. The Approval Process will automatically Publish.

Answer: B

 

NEW QUESTION 29
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

A. Lightning Guided EngagementB. Path for CasesC. Service Console MacrosD. Lightning Flow Component

Answer: A

 

NEW QUESTION 30
Which two configuration steps are required before quick actions can be used in Macros?

A. Quick Actions must be enabled in the org.B. The specific quick action must be added to the case record Type.C. Global Actions needs on the publisher layout.D. The specific quick action must be added to the case Feed.

Answer: A,D

 

NEW QUESTION 31
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