Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

• A.Edits the case
• B.Adds an activity or sends an email from the case record
• C.All of the above
• D.Reads the case
• E.Adds a related comment to the case

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Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?

• A.Assign up to 10 data categories per category group to each article.
• B.Reorganize Into a hierarchy with 6 or fewer levels.
• C.Consolidate into 3 or fewer category groups.
• D.Organize up to 200 categories in each category group.

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Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?

• A.Web-to-case
• B.Chat
• C.Social Customer Service
• D.Email-to-case

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The Support Manager at Universal Containers is getting inaccurate agent performance reports. After
researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still
owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

• A.Create a Process Builder and Flow to change the owner on closed cases.
• B.Create a case validation rule to ensure cases are owned by a user when closed.
• C.Create a case assignment rule to ensure cases are owned by a user when closed.
• D.Use a data tool to update the owner field on closed cases.

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Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone
to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

• A.Install an adapter from AppExdiange to work with third-party cn systems.
• B.Assign the correct Salesforce users to the Call Center.
• C.Enable Live Agent in their community to chat with an agent.
• D.Assign the Salesforce CTI license to Salesforce users.
• E.Create a softphone layout and assign to user profiles.

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