Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

• A.Workflow rule
• B.Escalation rule to ignore business hours based on case criteria
• C.Validation rules on case process field

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A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

• A.Escalation Rules
• B.Chatter Groups
• C.Mass Email
• D.Public Groups

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The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

• A.Create, publish, feedback, approve, consume
• B.Create, approve, publish, consume, feedback
• C.Create, consume, feedback, approve, publish
• D.Create, feedback, publish, approve, consume

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Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

• A.On a new tab in the agent's browser
• B.On the Highlights Panel of a Primary tab
• C.On the left sidebar of Salesforce Classic
• D.On the footer of the Lightning Console

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Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

• A.Use a community template to set up their customer community.
• B.Enable Live Agent in their community to chat with an agent.
• C.Add the Question action to Chatter in the community publisher.
• D.Enable web -to -case on their public website.

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