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NEW QUESTION 33
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Escalation rules
- B. Case teams
- C. Workflow rules
- D. Auto-response rules
Answer: B,C
NEW QUESTION 34
The cost of service for Universal Containers’ contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Create auto response templates for emails.
- B. Enable Ideas in a Service Cloud portal.
- C. Enable Chatter for agent collaboration.
- D. Enable Knowledge in a Service Cloud portal.
Answer: A,D
NEW QUESTION 35
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager
wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use
to measure the adoption of Knowledge? Choose 2 answers.
- A. Create a report that display the # of articles searched during the past 2 months
- B. Report displays # of articles associated to data categories during past 2 months
- C. Report that displays # of cases with articles attached during the past 2 months
- D. Report that displays # of new articles created during the past 2 months
Answer: A,C
NEW QUESTION 36
Universal Containers’ contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a formula field on the case record to calculate percentage of escalated cases
- B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- C. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- D. Create a bucket field on a report to calculate the percentage of escalated cases
Answer: B
NEW QUESTION 37
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