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NEW QUESTION 28
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Social Customer Service
- B. Web-to-case
- C. Chat
- D. Email-to-case
Answer: D
NEW QUESTION 29
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Email-to-Case
- C. Web-to-Case
- D. Customer Chatter groups
Answer: A
NEW QUESTION 30
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Omni-channel
- B. Entitlements
- C. Case escalation
- D. Case milestones
Answer: A,B,C
NEW QUESTION 31
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?
- A. Path for Cases
- B. Lightning Flow Component
- C. Lightning Guided Engagement
- D. Service Console Macros
Answer: C
NEW QUESTION 32
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- B. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
- C. Build a customer visual force page with the list view and assign it to the console sidebar.
- D. Configure the case list under custom console components so users can view the list view along with the case view
Answer: B
NEW QUESTION 33
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