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NEW QUESTION 37
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Salesforce for Outlook
- D. Email-to-Case
Answer: D
NEW QUESTION 38
SLA says agent must respond within one hour, or if marked “urgent”, resolve within one day. How can this best be achieved?
- A. Use case teams to close
- B. Use escalation rules
- C. Use entitlements to define a process and milestones
Answer: C
NEW QUESTION 39
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Next Best Actions
- B. Case Feed
- C. Push Notifications
- D. Omni-channel Supervisor
Answer: D
NEW QUESTION 40
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