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

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

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Which document should be created to support the initial planning phase of animplementation project? (Choose
2)

• A.Project kickoff presentation
• B.Solution design document
• C.Requirements traceability matrix
• D.Project milestones

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Universal Containers wants to provide a more consistent service experience to its customers and is evaluating
the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

• A.Users must use Lightning Experience.
• B.The Run Macros Permission must be granted to users.
• C.The Run Macros Action must be on the page layout.
• D.Publisher Actions used in the macros must be on the page layout.
• E.The Macros widget or utility must be added to the console.

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A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

• A.Agile
• B.Lightning Platform
• C.Kanban
• D.Waterfall

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UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

• A.Sites
• B.Enterprise admin
• C.Partner portal
• D.Service Cloud portal (Customer Community)

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