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NEW QUESTION 38
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Define Entitlement and Milestones.
- B. Use Process Builder with Scheduled Actions
- C. Configure Case Escalation Rules.
- D. Enable Omni-Channel Routing.
Answer: A
NEW QUESTION 39
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
- A. External Objects
- B. Custom Objects
- C. Salesforce Connect
- D. Middle-tier integration
Answer: A,C
NEW QUESTION 40
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: D
NEW QUESTION 41
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Use a second Console session.
- B. Define a custom List View.
- C. Keep all open in tabs.
- D. Add History to the Utility bar.
Answer: D
NEW QUESTION 42
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