Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

• A.Lightning Guided Engagement
• B.Service Console Macros
• C.Lighining Row Component
• D.Path for Cases

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

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

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A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

• A.Mass email
• B.Public groups
• C.Salesforce Chat
• D.Communities

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Which search mechanism should be used to find case comments from within the lightning service console?

• A.Search utility component
• B.Comment search component
• C.Comments list view
• D.Global search

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Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

• A.web-to-Case
• B.Email-to-Case
• C.An AppExchange package
• D.On-Demand Email-to-Case

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