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NEW QUESTION 53 Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases. Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

• A. Configure the Case highlights panel
• B. Add a Visualforce page to the Case layout
• C. Configure Case Feed page layouts
• D. Create Salesforce Classic Quick Action

Answer: C   NEW QUESTION 54 A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete. What should the Agent recommend to minimize costs?

• A. Hire a certified developer to write an apex trigger that creates each new activity.
• B. Add an object-specific custom quick action to create new activities.
• C. Provide a macro that will automatically create the activities when executed.
• D. Assign a single agent to create the activities on all new onboarding cases.

Answer: C   NEW QUESTION 55 A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers

• A. Support Processes
• B. Approval Processes
• C. Support Types
• D. Record Types

Answer: A,D   NEW QUESTION 56 A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

• A. Add the service contract related list to contact records
• B. Add the assets related list to contact records
• C. Add the entitlements related list to contact records
• D. Add the entitlement contacts related list to account records

Answer: C   NEW QUESTION 57 ......