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NEW QUESTION 43
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. Email-to-Case
- D. Salesforce for Outlook
Answer: C
NEW QUESTION 44
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Data Import Wizard
- B. Mass Transfer Records
- C. Change Sets
- D. Data Loader
Answer: B,C
NEW QUESTION 45
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
- A. Create case escalation rules to route high priority cases directly to supervisors for resolution
- B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
- C. Set up analytical snapshots to capture key case information and create historical trending reports
- D. Set up a Salesforce Customer Community that will allow customers to create cases online
Answer: B,D
NEW QUESTION 46
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