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NEW QUESTION 20
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. Service Console MacrosC. Path for CasesD. Lightning Flow Component

Answer: A

 

NEW QUESTION 21
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

A. Salesforce Console for ServiceB. Auto launch flowC. Process BuilderD. Visualforce custom page Questions & Answers PDF Page 6

Answer: A

 

NEW QUESTION 22
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

A. Activate a Validation RuleB. Create a Case MacroC. Define Case Escalation RulesD. Configure Process Builder

Answer: B

 

NEW QUESTION 23
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

A. Case Object permissions set to create and readB. Dynamic dashboardsC. Org wide default for cases set to privateD. Dashboad folder sharing

Answer: B,C

 

NEW QUESTION 24
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