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NEW QUESTION 38
Which case submission process leverages Apex email services?

• A. Email-to-Case
• B. On-demand Email-to-Case
• C. Case submitted using chat
• D. Web-to-Case

Answer: B

NEW QUESTION 39
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status
of those inquiries, and View their contact information. To meet these requirements, which type of portal
license would be most appropriate for the customers?

• A. Enterprise admin
• B. Service Cloud portal (Customer Community)
• C. Partner portal
• D. Sites

Answer: D

NEW QUESTION 40
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

• A. Case Assignment Rules
• B. Omni -Channel
• C. Case Auto -Response Rules
• D. Visual Workflow

Answer: B

NEW QUESTION 41
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

• A. First contact resolution rate
• B. Number of total cases handled
• C. Average number of knowledge articles published
• D. Total number of solutions created by agent

Answer: A,B

NEW QUESTION 42
......

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