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NEW QUESTION 29
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

• A. Answers can be exposed to partner portal users
• B. Select best answers for questions.
• C. Knowledge articles can be created from Answers
• D. External users can subscribe to Answers
• E. Escalate a question to a case

Answer: B,C,E

NEW QUESTION 30
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

• A. A knowledge management system
• B. A workforce management system
• C. An enterprise resource planning system
• D. A third -party mobile application platform

Answer: C

NEW QUESTION 31
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. Chatter
• B. Quick Text
• C. Omni-Channel
• D. Macros
• E. Publisher Actions

Answer: B,D,E

NEW QUESTION 32
Sales engineer needs visibility to list field edits, emails, case comments, andrelated objects on ONE page. How can this be achieved?

• A. Custom related list
• B. Custom report
• C. Customer view of case tab
• D. Custom Visual force page

Answer: D

NEW QUESTION 33
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

• A. Assign article managers to publication teams and specific article actions to each team.
• B. Assign article managers to public groups and specific publication states to each group.
• C. Assign article managers to public groups and specific article actions to each group.
• D. Assign article managers to publication teams and specific publication states to each team.

Answer: C

NEW QUESTION 34
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