If you delete a case, which two also get deleted? (Choose two answers)

• A.Account
• B.Event
• C.Solution
• D.Attachments

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Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

• A.Click Publish after the Approval Process.
• B.Set the status to Published fram the Knowledge approval page.
• C.Set the final approval action to 'Lock the record for editing'.

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Universal Containers' contact center would like to measure and communicate case escalation rates to
management. Which solution should a consultant recommend to meet this requirement?

• A.Create a bucket field on a report to calculate the percentage of escalated cases
• B.Create a daily snapshot report of all cases and calculate percentage of escalated cases
• C.Create a formula field on the case record to calculate percentage of escalated cases
• D.Create a case report with a custom summary formula to calculate the percentage of escalated cases

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Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

• A.Social Persona tor Twitter and Facebook.
• B.Social Media Marketing message tagging.
• C.Einstein Bot social queues.
• D.Social Customer Service for Twitter and Facebook.

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Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

• A.Use a global quick action to capture details.
• B.Use an auto-launched flow to capture details.
• C.Use a new customer Path on Contact to capture details.
• D.Use Open CTI with Pop to flow to capture details.

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