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NEW QUESTION 47
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

• A. Use escalation rules for notifications and case teams to monitor cases.
• B. Use escalation rules for notifications and account teams to monitor cases.
• C. Use Process Builder for notifications and case teams to monitor cases.
• D. Use Process Builder for notifications and account teams to monitor cases.

Answer: C

NEW QUESTION 48
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

• A. Experience Cloud with self-support
• B. Knowledge One with Article Recommendations
• C. Omni-Channel with Skills-Based Routing.
• D. Live Agent and Live Message

Answer: C

NEW QUESTION 49
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

• A. Approval Process
• B. Auto-Add Milestones
• C. Lookup Filter
• D. Cross-Object Formula

Answer: B

NEW QUESTION 50
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. Omni-Channel with prioritized queues
• B. Lightning Email with web routing prioritization
• C. Standard Email-to-Case with assignment rules
• D. Standard Web-to-Case with assignment rules

Answer: C

NEW QUESTION 51
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