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NEW QUESTION 42
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

• A. Web to case forms
• B. Omni channel routing
• C. On-Demand Email-to-case
• D. Standard email to case

Answer: C

NEW QUESTION 43
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

• A. On-demand email to case
• B. An email to case inquiry
• C. Web-to-case question
• D. While holding for a support agent

Answer: B

NEW QUESTION 44
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

• A. Customize service channel settings to define how the organization receives work from various
• B. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
• C. Create the necessary objects in Salesforce.
• D. Create a Salesforce Case to have Omni-Channel enabled.

Answer: B

NEW QUESTION 45
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

• A. All open Cases by Priority
• B. All open cases by Channel
• C. Case resolution time
• D. All Cases by Customer
• E. All Cases closed Month-to-date

Answer: A,B,C

NEW QUESTION 46
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