Sales-Cloud-Consultant Exam Dumps | Universal Containers provides Customer Support for two separate business operations. The cases managed

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Question 147/299

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A. SupportProcesses

B. Page Layouts

C. Record Types

D. Article Types

E. Omni-Channel

Recent Comments (The most recent comments are at the top.)

David - Jun 19, 2025

✅ Correct Answers:
A. Support Processes
→ Allows you to define different picklist values for the Status field on Cases, depending on the type of support process.

B. Page Layouts
→ Customize the fields and layout of the Case record based on which operation is handling it. You can assign different layouts per profile or record type.

C. Record Types
→ Enables you to define different business processes, page layouts, and picklist values for each type of case (i.e., for each business operation).

David Jurado - Jul 28, 2022

Ans: ABC

Omni.Channel is not needed here

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