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NEW QUESTION 21
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

• A. Create a formula to build the macro logic around
• B. Add conditional logic to the instructions
• C. Add multiple ELSE IF blocks after the IF block
• D. Add a formula block to the macro

Answer: A,D

NEW QUESTION 22
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

• A. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
• B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
• C. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
• D. Configure the new app in developer org and use an unmanaged package to deploy to production.

Answer: D

NEW QUESTION 23
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

• A. Grant Authors access to the FAQ article type.
• B. Grant Authors access to the FaQ record type
• C. Set article Org Wide Default to Public ReadWrite.
• D. Add Authors to the FaQ Data Category.

Answer: B

NEW QUESTION 24
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. Define Case Escalation Rules
• B. Activate a Validation Rule
• C. Create a Case Macro
• D. Configure Process Builder

Answer: D

NEW QUESTION 25
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