Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

• A.Global Search
• B.Comments List View
• C.Search Utility Component
• D.Comment Search Component

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Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

• A.Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
• B.Define a data category called FAQ and assign category visibility to users in the contact centre role.
• C.Create an FAQ article type and enable the submit articles feature on the case close page layout.
• D.Create an FAQ article type and configure the enable suggested articles option in support settings.

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

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Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

• A.Quick Actions must be enabled in the org.
• B.Global Actions need to be on the publisher layout.
• C.The specific Quick Action must be added to the Case Feed.
• D.The specific Quick Action must be added to the Case record page.

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Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

• A.Adds a related comment to the case
• B.All of the above
• C.Adds an activity or sends an email from the case record
• D.Edits the case
• E.Reads the case

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