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NEW QUESTION 46
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities cantake up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

• A. Addan object-specific custom quick action to create new activities.
• B. Assign a single agent to create the activities on all new onboarding cases.
• C. Provide a macro that will automatically create the activities when executed.
• D. Hire a certified developer to write an apex trigger that creates each new activity.

Answer: C

NEW QUESTION 47
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

• A. Macros
• B. Chatter
• C. Publisher Actions
• D. Quick Text
• E. Omni-Channel

Answer: A,C,D

NEW QUESTION 48
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

• A. Create a page layout for each article type and assign them to each team based on their product specialization
• B. Create an article action for each record type and assign them to each team based on their product specialization
• C. Create a permission set for each record type and assign them to each team based on their product specialization
• D. Create a data category for each product and assign them to each team bases on their product specialization

Answer: D

NEW QUESTION 49
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the qualityof the articles? Choose 2 answers

• A. Report on agent feedback on articles
• B. Report on the articles followed in Chatter
• C. Report on agent ratings on articles
• D. Report on the articles attached to cases

Answer: C,D

NEW QUESTION 50
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