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NEW QUESTION 22
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

• A. Enable service contracts and entitlements.
• B. Leverage Live Agent for web-based chat.
• C. Implement Salesforce Knowledge on a portal.
• D. Implement Salesforce Console for Service to support agents.

Answer: B,C

NEW QUESTION 23
What process is a use case for Visual workflow? Choose 3 answers

• A. Assignment of email to a case queue based on subject
• B. Decision-based troubleshooting for representatives
• C. Cross-self promotions for representatives
• D. Caller verification and creation of a new case
• E. Field validation during case creation

Answer: B,D,E

NEW QUESTION 24
The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?

• A. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
• B. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
• C. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
• D. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.

Answer: B

NEW QUESTION 25
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

• A. Enable agents to create their own personal articles.
• B. Create an email template to send articles as PDF attachments.
• C. Enable article customization for open cases.
• D. Enable article submission during case close.
• E. Enable suggested articles on new cases.

Answer: B,D,E

NEW QUESTION 26
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. Use Process Builder with Scheduled Actions
• B. Configure Case Escalation Rules.
• C. Enable Omni-Channel Routing.
• D. Define Entitlement andMilestones.

Answer: D

NEW QUESTION 27
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