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NEW QUESTION 24
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 recordActivity Feed list
• B. On a record Highlights Panel
• C. On a utility bar of the Lightning App
• D. On the Calendar right hand panel

Answer: A

NEW QUESTION 25
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?

• A. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
• B. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
• C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
• D. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

Answer: C

NEW QUESTION 26
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

• A. Enable suggested articles on new cases.
• B. Enable agents to create their own personal articles.
• C. Create an email template to send articles as PDF attachments.
• D. Enable article submission during case close.
• E. Enable article customization for open cases.

Answer: A,C,D

NEW QUESTION 27
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?

• A. Salesforce Files
• B. Salesforce Content
• C. Lightning Knowledge
• D. Classic Knowledge

Answer: D

NEW QUESTION 28
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