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NEW QUESTION 43
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

  • A. customize service channel settings to define how the org receives work various sources
  • B. From setup select omnichannel and select enable omni channel
  • C. create the necessary objects in SF
  • D. Create SF cases to have omni channel enabled

Answer: B

 

NEW QUESTION 44
UC is concerned with system performance in its contact center because the number of records has exceeded 40
million. What platform functionality might be affected by the number of contact records?

  • A. Contact list view edit time
  • B. Contact report run time
  • C. Contact view page load time
  • D. Contact related list load time

Answer: B

 

NEW QUESTION 45
When a Self Service Portal User adds a Case Comment the following actions take place:

  • A. An Assignment Rule is Activated
  • B. An email is automatically sent to the case owner
  • C. None of the above
  • D. A Workflow rules is activated

Answer: B

 

NEW QUESTION 46
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be
surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What
solution should a consultant recommend to meet this requirement?

  • A. Use assignment rules to assign the case to a case queue
  • B. Use escalation rules to assign the case to a case queue
  • C. Use workflow rules to send an email to the customer
  • D. Use auto-response rules to send an email to the customer

Answer: C

 

NEW QUESTION 47
……

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