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NEW QUESTION 27
Universal Containers needs to customize Salesforce to improve itsSupport Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
NEW QUESTION 28
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
NEW QUESTION 29
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
NEW QUESTION 30
What process is a use case for Visual workflow? Choose 3 answers
NEW QUESTION 31
......
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NEW QUESTION 27
Universal Containers needs to customize Salesforce to improve itsSupport Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Open multiple case records as tabs and sub tabs
- B. Utility Bar
- C. Access to Knowledge Articles
- D. Unique page layouts for each Case Record Type
NEW QUESTION 28
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Articles appearing in the Knowledge sidebar
- B. Contract details related to the entitlement
- C. Knowledge articles attached to the case
- D. Products and assets associated to the case
NEW QUESTION 29
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
- A. Define a custom field to identify the subject.
- B. Define datacategories with custom visibility.
- C. Define article types with public sharing settings.
- D. Define topics for each knowledge article.
NEW QUESTION 30
What process is a use case for Visual workflow? Choose 3 answers
- A. Caller verification and creation of a new case
- B. Field validation during case creation
- C. Decision-based troubleshooting for representatives
- D. Cross-self promotions for representatives
- E. Assignment of email to a case queue based on subject
NEW QUESTION 31
......