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NEW QUESTION 20
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A. Page LayoutsB. Article TypesC. Support ProcessesD. Omni-ChannelE. Record Types

Answer: C,D,E

 

NEW QUESTION 21
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, andreal-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

A. Public groupsB. Mass emailC. CommunitiesD. Salesforce Chat

Answer: C,D

 

NEW QUESTION 22
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?

A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Answer: D

 

NEW QUESTION 23
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