At Universal Containers, multiple departments utilize the Case object for different purposes. Some users submit cases for IT and HR requests. Other users provide customer support with case records. How can an App Builder enable different users to see different fields, based on the case type?

• A.Create different case field sets for IT, HR and Customer Support. Assign different field sets by profile.
• B.Create different case record types for IT, HR and Customer Support. Assign different page layouts to each record type by profile.
• C.Create different case record types for IT, HR and Customer Support. Assign different page layouts to each record type by role.
• D.Create different case field sets for IT, HR and Customer Support. Assign different field sets by role.

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SERVICE AGENTS ARE REQUIRED TO CONFIRM A USER IDENTITY BEFORE PROVIDING SUPPORT INFORMATION OVER THE PHONE. WHAT FEATURE CAN AN APP BUILDER USE TO HELP AGENTS MEET THIS REQUIREMENT?

• A.Include Surveys as a Case related list
• B.Add Path to the top of the Case layout
• C.Guided Action Flows on the record page
• D.Case Validation Rules

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A custom object has a Public Read Only sharing setting that does not grant access using hierarchies. A dynamic sharing rule provides Write access to the object to the Global Marketing public group if the record is marked as Global. A user creates a new record and marks it as Global.
Who will have write access to the record?

• A.The record owner and anyone above the owner in the role hierarchy.
• B.The record owner and the Global Marketing public group.
• C.The Global Marketing public group and anyone above the owner in the role hierarchy.
• D.The Global Marketing public group, the record owner, and anyone above the owner in the role hierarchy.

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The Director of Customer Services wants to know when agents are overwhelmed with high-priority items in the support queue. The Director wants to receive a notification when a new case is open with the status of "New" for more than four business hours.
Which two automation processes should be used to accomplish this? (Choose two.)

• A.Flow Builder
• B.Scheduled Apex
• C.Escalation rules
• D.Process Builder

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Universal Containers would like to embed a chart of all related Opportunities, by stage, on the Account detail page.
What type of report should an app builder create to add to the Account page layout?

• A.A tabular report on the Opportunity object.
• B.A summary report on the Account object.
• C.A tabular report on the Account object.
• D.A summary report on the Opportunity object.

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