Who can select the "sharing" button on Account and Opportunity records?

• A.The Record Owner, System Administrator, and a User shared to the record
• B.The Record Owner, a User shared to the record, and any User above the Record Owner in the Role Hierarchy
• C.The Record Owner and System Administrator
• D.The Record Owner, a User above the Record Owner, and the System Administrator

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The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management.
What case management tools need to be utilized for this requirement?

• A.Auto-response rules, Macros, Entitlements
• B.Auto-response rules, Queues, Macros
• C.Auto-response rules, Queues, Escalation Rules
• D.Auto-response rules, Entitlements, Escalation Rules

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Is it possible for users to override their own forecasts and forecasts for users below them in the forecast hierarchy?

• A.Yes
• B.No

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Which of the following Email Template cannot be used to send a mass email?

• A.Custom HTML
• B.HTML with Letterhead
• C.Text
• D.Visual force

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If you delete a case, which two also get deleted?

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

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