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NEW QUESTION 21
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Data Category Groups
- B. Chatter Answers
- C. Data Category Visibility
- D. Article Translation
Answer: C
NEW QUESTION 22
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Create multiple Console layouts
- B. Configure Macros
- C. Define criteria-based record page components
- D. Enable Keyboard shortcuts
Answer: D
NEW QUESTION 23
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Enable Omni-Channel Case assignment
- B. Implement Lightning Guided Engagement
- C. Define separate Record Types for Tier 1 and Tier 2
- D. Configure a Visual Flow Troubleshooting Action
Answer: B
NEW QUESTION 24
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?
- A. Implement Recommended Articles.
- B. Configure Web-to-Case.
- C. Create a Customer Experience Cloud site.
- D. Deploy a Partner Central Community.
Answer: C
NEW QUESTION 25
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and account teams to monitor cases.
- B. Use Process Builder for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: B
NEW QUESTION 26
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