You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?

• A.Tag another chatter user
• B.Deletes posts
• C.Returns a link that returns a post with the samereference

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Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

• A.On a new tab in the agent's browser
• B.On the left sidebar of Salesforce Classic
• C.On the Highlights Panel of a Primary tab
• D.Onthe footer of the Lightning Console

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Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?

• A.Create a custom Visualforce page.
• B.Create a custom report.
• C.Create a custom view on the Case tab.
• D.Create a custom related list on the case.

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A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet thisrequirement?

• A.An AppExchange Solution
• B.Customer Community
• C.Field Service Lightning
• D.Lightning Service Console

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Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

• A.Reduced support channels
• B.Optimized useof resources
• C.Increased call deflection
• D.Increased call routing accuracy
• E.Reduced issue resolution time

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