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NEW QUESTION 32
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A. Standard Email-to-CaseB. On-Demand Email-to-CaseC. Omni-Channel routingD. Web-to-Case forms

Answer: A

 

NEW QUESTION 33
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A. Einstein Reply RecommendationsB. Service Analytics PredictionsC. Einstein Next Best ActionD. Validation Rules

Answer: B

 

NEW QUESTION 34
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A. Configure Case Escalation Rules.B. Enable Omni-Channel Routing.C. Define Entitlement and Milestones.D. Use Process Builder with Scheduled Actions

Answer: C

 

NEW QUESTION 35
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

A. Use Chatter case feed and case teams to monitor casesB. Use an assignment rule to assign new cases to the product managerC. Use an escalation rule to move cases into the product manager queueD. Use a workflow rule to send an email to the product manager

Answer: D

 

NEW QUESTION 36
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