Question 86
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
Question 87
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What
approach should a consultant recommend?
approach should a consultant recommend?
Question 88
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue
for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to
completion in Chatter?
for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to
completion in Chatter?
Question 89
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set
of factors should be considered in selecting which articles to migrate?
of factors should be considered in selecting which articles to migrate?
Question 90
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
(choose 1 answer)