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NEW QUESTION 30
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?

  • A. Lightning Email with web routing prioritization
  • B. Standard Web-to-Case with assignment rules
  • C. Omni-Channel with prioritized queues
  • D. Standard Email-to-Case with assignment rules

Answer: D

 

NEW QUESTION 31
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?

  • A. AppExchange solution
  • B. Omni-Channel
  • C. Custom Lightning Component
  • D. Social Conversation Component

Answer: D

 

NEW QUESTION 32
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

  • A. Create a validation rule for case survey email templates
  • B. Modify the user interface settings for the case survey sidebar
  • C. Utilize an AppExchange package to handle customer surveys
  • D. Enable the case survey object for the customer portal

Answer: C

 

NEW QUESTION 33
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. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
  • B. Configure the case list under custom console components so users can view the list view along with the case view
  • C. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
  • D. Build a customer visual force page with the list view and assign it to the console sidebar.

Answer: A

 

NEW QUESTION 34
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