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NEW QUESTION 45 Which two configuration steps are required before quick actions can be used in Macros?

• A. The specific quick action must be added to the case Feed.
• B. Quick Actions must be enabled in the org.
• C. Global Actions needs on the publisher layout.
• D. The specific quick action must be added to the case record Type.

Answer: A,B   NEW QUESTION 46 Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

• A. Set up a Salesforce Customer Community that will allow customers to create cases online.
• B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
• C. Set up analytical snapshots to capture key case information and create historical trending reports.
• D. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

Answer: A,B   NEW QUESTION 47 Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers

• A. Restrict the Manage Articles user permission
• B. Set up an intuitive Data Category hierarchy
• C. Enable and configure wildcards for article searches
• D. Require that an article be added when closing a case

Answer: A,B   NEW QUESTION 48 Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?

• A. Allow Comments on Knowledge articles.
• B. Implement Case Assignment Rules.
• C. Create a self-service Help Center.
• D. Enable Chat in an Experience Cloud site.

Answer: C   NEW QUESTION 49 If you delete a case, which two also get deleted? (Choose two answers)

• A. Account
• B. Solution
• C. Event
• D. Attachments

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