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NEW QUESTION 50
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

• A. Supervisors to investigate those cases
• B. Use escalation rule to send an email
• C. Use auto response rule to send an email
• D. Identify those cases and assign to the closure team

Answer: A,D

NEW QUESTION 51
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

• A. Provide a self-help Customer Community.
• B. Limit Customers to 5 Cases per day.
• C. Add more support phone lines.
• D. Ask sales reps to respond to support Cases.

Answer: A

NEW QUESTION 52
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

• A. Route to agents with the least amount of active assigned work.
• B. Route to agents staffing the assigned overflow queues.
• C. Route to agents with the most capacity to take on new work.
• D. Route to agents with the most cases closed for that topic.

Answer: A,C

NEW QUESTION 53
......

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