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NEW QUESTION 40
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. Quick Text
• B. Omni-Channel
• C. Publisher Actions
• D. Chatter
• E. Macros

Answer: A,C,E

NEW QUESTION 41
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

• A. Entitlement processes, contracts, milestones, and milestone actions
• B. Entitlement processes, contracts, contract line Items, and entitlements
• C. Entitlement processes, contract line items, milestones, and entitlements
• D. Entitlement processes, milestones, milestone actions, and entitlements

Answer: D

NEW QUESTION 42
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

• A. Enable Omni-Channel Routing.
• B. Use Process Builder with Scheduled Actions
• C. Configure Case Escalation Rules.
• D. Define Entitlement and Milestones.

Answer: D

NEW QUESTION 43
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

• A. Configure Omni-Channel Routing Model as Least Active.
• B. Configure Omni-Channel Routing Model as Most Available.
• C. Configure Case Assignment Rules to use Queues.
• D. Configure Case Assignment Rules to use Users.

Answer: B

NEW QUESTION 44
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