Milestones can be added to which three object types?
Choose 3 Answers

• A.Work order
• B.Service
• C.Entitlement
• D.Account
• E.Case

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Universal Banking needsto provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose2 answers.

• A.Create three data categories for each product area (Personal Banking, Mortgage, CD).
• B.Create two data categories to display information (Question/Answer,Product Info).
• C.Create two article types to display information (Question/Answer, Product Info).
• D.Create three article types for each product area (Personal Banking, Mortgage, CD).

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Universal Containers wants customers to have the ability to log cases with structured data and route based on
Urgency and Product Line.
How should a Consultant accomplish this?

• A.Lightning Email with web routing prioritization
• B.Omni-Channel with prioritized queues
• C.Standard Web-to-Case with assignment rules
• D.Standard Email-to-Case with assignment rules

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The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

• A.Customer community
• B.Knowledge base
• C.Service cloud console
• D.Automatic call distribution

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Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?

• A.Apex Trigger
• B.Quick Action
• C.Scheduled flow
• D.Dynamic Form

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