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NEW QUESTION 31
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

A. Handles more the 10,000 emails a dayB. Accepts email attachments larger than 10 MBC. Requires the use of Transport Layout Security (TLS)D. Accepts attachments from emails

Answer: B

 

NEW QUESTION 32
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A. Enable the Service Cloud Console and Knowledge sidebar for agents.B. Create case teams and introduce swarming to resolve cases.C. Enable and use Chatter feed tracking onthe case object.D. Create escalation rules to re-assign cases after SLAs have expired.

Answer: B,C

 

NEW QUESTION 33
UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?

A. Workforce management and customer satisfaction scoreB. Average handling time and first call resolution timeC. Agent skill-based routing and predictive dialerD. Automatic call distributor and interactive voice response

Answer: D

 

NEW QUESTION 34
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