Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

• A.Email-to-Case
• B.On-Demand Email-to-Case
• C.Salesforce for Outlook
• D.Web-to-Case

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A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

• A.Assign a single agent to create the activities on all new onboarding cases.
• B.Hire a certified developer to write an apex trigger that creates each new activity.
• C.Provide a macro that will automatically create the activities when executed.
• D.Add an object-specific custom quick action to create new activities.

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After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.
How should a consultant correct this problem?

• A.Grant Authors access to the FAQ record type.
• B.Set Article Org Wide Default to Public ReadWrite.
• C.Add Authors to the FAQ Data Category.
• D.Grant Authors access to the FAQ article type.

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

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

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A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)

• A.Create a publisher profile that includes create access on the FAQ article type.
• B.Enable the Manage Articles permission for the publisher profile and assign it to users
• C.Set the organization-wide default to private and create sharing rules for the FAQ article type
• D.Hide the Article Management tab for users who should have read-only access to articles.

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