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NEW QUESTION 37
Support agents need to verify that customers are eligible to receive customer support before they can update
the
Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Service contracts
- B. Case history
- C. Products
- D. Contacts
Answer: A,D
NEW QUESTION 38
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
- A. Publish ongoing updates to the community knowledge base with details about the upgrade.
- B. Replace the default outage page with a custom page containing upgrade information.
- C. Send routine status updates to customers via Chatter during the upgrade.
- D. Communicate information about the upgrade to customers in advance.
- E. Notify customers once the upgrade is completed and full services are restored.
Answer: B,D,E
NEW QUESTION 39
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel with Most Available Routing
- B. Configure Omni-Channel with Least Active Routing
- C. Configure Live Agent Skills-based Routing
- D. Configure Case Assignment Rules
Answer: A
NEW QUESTION 40
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