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NEW QUESTION 33
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?

• A. Verify that users have access to the chat buttons.
• B. Verify that users are assigned the chat feature license.
• C. Verify that users are assigned the chat user profile.
• D. Verify that users have access to the chat public group.

Answer: B

NEW QUESTION 34
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

• A. Web-to-Case
• B. Email-to-Case
• C. On-Demand Email-to-Case
• D. Salesforce for Outlook

Answer: B

NEW QUESTION 35
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

• A. Scheduled Reports
• B. Process Builder Scheduled Actions
• C. Time-based Workflow Rules
• D. Milestone Actions

Answer: A

NEW QUESTION 36
Which method can be used to route cases from social channels?

• A. Enable Social Network Profile and add assignment rules to the case object.
• B. Enable Social Customer Service and add assignment rules to the case object.
• C. use Twitter-to-case and add workflow rules to the case object.
• D. Enable Social Network Profile and add workflow rules to the contact object.

Answer: B

NEW QUESTION 37
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

• A. Partner Community
• B. Customer Community
• C. Company Community
• D. Employee Community

Answer: B

NEW QUESTION 38
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