A system administrator has unchecked the setting "Enable Content Pack Creation". What can users do with content packs? Choose 1.

A.

Modify existing content packs.

B.

Edit description and title of existing content packs

C.

All content Packs will be deleted.

D.

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Which three actions can occur when an administrators clicks "save" after making a number of changes to Knowledge data categories in a category group and changing their position in the hierarchy? Choose three.

A.

The contents of category drop-down menu change

B.

Users are temporarily locked out of the ability to access articles

C.

Users may temporarily experience performance issues when searching for articles

D.

The history of article usage is reset to zero utilization

E.

The articles and questions visible to users change

Knowledge Articles are classified into which structure to make searching easier?

A.

Articles -> Groups

B.

Record Types -> Categories

C.

Categories -> Groups

D.

Groups -> Categories

Knowledge Articles are classified into which structure to make searching easier?

A.

Articles -> Groups

B.

Record Types -> Categories

C.

Categories -> Groups

D.

Groups -> Categories

What are some of the limitations of Service Entitlements?
Select 3

A.

Up to 1,000 entitlement processes can be created with up to 10 milestones each.

B.

Entitlement processes do not apply to cases created via web-to-case or email-to-case unless you create some custom code to add them

C.

Once activated and applied to a case, milestone actions cannot be updated or deleted.

D.

Up to 100 entitlement processes can be created with up to 10 milestones each

V identify features from the list below that are included in Live Agent. (Select 3) 

A.

Pre-Chat Forms and Post-Chat pages

B.

Block visitors by IP Address

C.

Share the customer's screen

D.

Block visitors by username

E.

Enable agents to include standard responses without having to type each time

The administrator uses Process Builder to update a field when certain criteria in the record are met. This field
has Field Level Security (FLS) set on it and the “Appointment Setting” users
cannot see the field on their page layouts. What will happen when one of the Appointment Setters updates a
record to meet the desired criteria?
Select one:

A.

The user will receive an error indicating they do not have access to update the field.

B.

The field update will still occur even though the users cannot see it. Even though the users cannot see the field, it does not stop the field update from occurring.

C.

The field will fail to update and there will not be a message displayed.

D.

The field will not update when these users trigger the update but it will trigger for other users who can see the field

To set the default level of access for users to be able to access each other’s records, you would use: Select one:

A.

Sharing Rules.

B.

The Role Hierarchy.

C.

Territory Management

D.

Organization Wide Defaults.

Noah wants a report that shows how many cases and closures for all of his subordinates at 6PMVeach day. How can you configure this?

A.

Use a dynamic dashboard for all subordinates

B.

Use a single dashboard and apply cross filters

C.

Use a single dashboard with an Analytic Snapshot

D.

Use a dynamic dashboard and specify each individual

Capability of Territory management.

A.

In grants access to records regardless of ownership

B.

It grants access to record based on role hierarchy

C.

It grants access to records based on profile

D.

It grants access to record based on Ownership