Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.
What should a consultant do to address the risk?

• A.Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
• B.Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.
• C.Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

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Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?

• A.Use Salesforce Flow for notifications and Case Teams to monitor cases,
• B.Use Escalation Rules for notifications and Case Teams to monitor cases.
• C.Use Salesforce Flow for notifications and Account Teams to monitor cases.

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Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

• A.Enable suggested articles on new cases.
• B.Create an email template to send articles as PDF attachments.
• C.Enable article customization for open cases.
• D.Enable article submission during case close.
• E.Enable agents to create their own personal articles.

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Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

• A.Article Types
• B.Page Layouts
• C.Record Types
• D.Support Processes
• E.Omni-Channel

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Which three are characteristics of Visual Workflow? Choose 3 answers

• A.Apex code must be used to update fields in the database.
• B.Only one version of a flow can be activated at a time.
• C.Elements can be used to update fields in the database.
• D.Elements can be used to pass data to legacy systems.
• E.Apex code must be used to pass data to legacy systems.

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