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NEW QUESTION 28
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Service Console Macros
- B. Lightning Guided Engagement
- C. Path for Cases
- D. Lightning Flow Component
Answer: B
NEW QUESTION 29
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. On-Demand Email-to-Case
- B. Web-to-Case
- C. Email-to-Case
- D. Salesforce for Outlook
Answer: C
NEW QUESTION 30
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Optimize the customer community for mobile devices to have access to the same support as desktops.
- B. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- E. Create a central "Contact Us" page which provides access to all available channels.
Answer: A,C,E
NEW QUESTION 31
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Case queues
- B. Contact Request flow
- C. Direct Messaging
- D. Lightning Component
Answer: B
NEW QUESTION 32
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