Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

• A.On a utility bar of the Lightning App
• B.On a record Highlights Panel
• C.On a record Activity Feed list
• D.On the Calendar right hand panel

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The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

• A.Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
• B.Optimize the customer community for mobile devices to have access to the same support as desktops.
• C.Create a central "Contact Us" page which provides access to all available channels.
• D.Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
• E.Enforce that customers must search the knowledgebase before they can see the Contact Us page.

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Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?

• A.Set the Contact Do not Call field value to true.
• B.Configure Dialer to use Voicemail Crop by default.
• C.Use Dynamic Forms to conditionally hide the one-click field.
• D.Configuration a Validation Rule to block on-click calling.

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Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

• A.A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
• B.A sharing rule to ensure record access is granted based oncriteria of the case.
• C.A sharing set to grant the Customer Community user access to records associated to theirContact record.
• D.An organization-wide default of Public Read/Write on the Case object.

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Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support
agents via email. Which options are available with Email-to-Case? (Choose 2)

• A.Follow-up emails and attachments related to a case are attached to the case
• B.Follow-up emails related to a case will update the case comments
• C.Only one inbound email address can be used for Email-to-Case
• D.Assignment, escalation, and workflow rules are processed on inbound emails

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