Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

• A.Configure the case list under custom console components so users can view the list view along with the case view
• B.Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
• C.Recommend opening the case list view in a separate browser tab and use the window alongside the case view
• D.Build a customer visual force page with the list view and assign it to the console sidebar.

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Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

• A.Create an email template to send articles as PDF attachments.
• B.Enable article submission during case close.
• C.Enable agents to create their own personal articles.
• D.Enable suggested articles on new cases.
• E.Enable article customization for open cases.

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Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

• A.Configure Case Escalation Rules.
• B.Define Case Auto-Response Rules.
• C.Establish Case Assignment Rules.
• D.Create a Process Builder with Scheduled Actions.

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From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

• A.They are members of that Queue
• B.All of the above
• C.If the OWD for sharing cases is Public Read/Write/Transfer
• D.They are higher in the Role Hierarchy than a Queue Member
• E.They have a Contact Manager Profile

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Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

• A.Implement Field Service Lightning.
• B.Integrate with an enterprise resource planning system.
• C.Develop and publish a knowledge management system
• D.Configure Visual Flows on Salesforce mobile.

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