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NEW QUESTION 36
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

  • A. Omni Channel
  • B. Case Assignment Rules
  • C. Process Builder Assignment
  • D. Live Agent

Answer: A

 

NEW QUESTION 37
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?

  • A. Create a custom view on the Case tab.
  • B. Create a custom Visualforce page.
  • C. Create a custom report.
  • D. Create a custom related list on the case.

Answer: B

 

NEW QUESTION 38
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

  • A. Enable suggested articles on new cases.
  • B. Enable article submission during case close.
  • C. Enable article customization for open cases.
  • D. Enable agents to create their own personal articles.
  • E. Create an email template to send articles as PDF attachments.

Answer: A,B,E

 

NEW QUESTION 39
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