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NEW QUESTION 24
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Total number of cases by origin
- B. Average number of articles attached to a case
- C. Average number of activities per case
- D. Average customer satisfaction score by case
Answer: B,C
NEW QUESTION 25
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent’s product specialization?
- A. Create an article action for each record type; assign record types to service agents.
- B. Create a permission set for each record type; assign permissions to service agents.
- C. Create a page layout for each record type; assign layouts to service agents.
- D. Create a data category for each product; assign data categories to service agents.
Answer: C
NEW QUESTION 26
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
- A. Define Case Escalation Rules
- B. Configure Process Builder
- C. Activate a Validation Rule
- D. Create a Case Macro
Answer: D
NEW QUESTION 27
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