Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?

• A.Define entitlements and milestones.
• B.Enable and configure Omni-Channel routing.
• C.Implement Lightning flow with time-based actions.

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Which advantage does Salesforce provide with the OpenCTI framework?

• A.Developers can integrate with any telephony platform available with minimal need for customization.
• B.Agents can use telephony on a wide range of browsers and operating systems while only developing once.
• C.Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

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Universal Containers (UC) hired agents in an expansion of the contact center.
Getting agents up to speed and fully productive is a priority.
UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?

• A.Actions & Recommendations
• B.In-App Guidance
• C.Einstein Next Best Action

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Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

• A.In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
• B.In a Public Read Only sharing model, al users can view cases in a Queue.
• C.in a Private sharing model, only queue members can take ownership or cases in the Queue.
• D.In a Private sharing model, only queue members and direct reports can view cases in a Queue.

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

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