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NEW QUESTION 52
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. Create a Case Macro
- B. Activate a Validation Rule
- C. Configure Process Builder
- D. Define Case Escalation Rules
Answer: C
NEW QUESTION 53
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Live Agent Queue-based routing
- B. Case Skills-based Assignment Rules
- C. Omni-channel Queue-based routing
- D. Omni-channel Skills-based routing
Answer: A
NEW QUESTION 54
All of the following objects may have a queue EXCEPT:
- A. Cases
- B. Custom Objects
- C. Accounts
- D. Leads
Answer: C
NEW QUESTION 55
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Web-to-Case
- B. Salesforce for Outlook
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION 56
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