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NEW QUESTION 37
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?

• A. Bookmark all the comments related to the issue from SMEs
• B. @mention the SMEs on the case Chatter feed and follow the case
• C. Use hashtag (#) to track the customer case and SMEs comments
• D. Follow the SMEs to receive automatic updates when they add case comments

Answer: B

NEW QUESTION 38
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

• A. Average case stage duration.
• B. Cases created by type.
• C. Case volume by channel.
• D. Open cases by reason.

Answer: A

NEW QUESTION 39
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for 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. On-Demand Email-to-Case
• B. Standard Email-to-Case
• C. Web-to-Case forms
• D. Omni-Channel routing

Answer: A

NEW QUESTION 40
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?

• A. Mass Transfer Records
• B. Manual configuration
• C. Change Sets
• D. Data Loader

Answer: C

NEW QUESTION 41
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. Add more support phone lines.
• B. Ask sales reps to respond to support Cases.
• C. Limit Customers to 5 Cases per day.
• D. Provide a self-help Customer Community.

Answer: D

NEW QUESTION 42
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