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NEW QUESTION 24
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

• A. Add a formula block to the macro
• B. Add conditional logic to the instructions
• C. Add multiple ELSE IF blocks after the IF block
• D. Create a formula to build the macro logic around

Answer: A,D

NEW QUESTION 25
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

• A. Customize the My Teams Calls this week standard report.
• B. Set up a reporting snapshot of the case, contact and activity objects.
• C. Create a Custom Report type with activities as the primary object.
• D. Build a Summary report on Products and Activities.

Answer: A

NEW QUESTION 26
Which three processes are uses case for Visual Workflow? Choose 3 answers

• A. Cross-sell promotions for agents
• B. Decision-based troubleshooting for agents
• C. Caller verification and creation of a new case
• D. Assignment of email to a case queue based on subject
• E. Field validation during case creation

Answer: A,B,C

NEW QUESTION 27
Which support channel requires the smallest amount of agent work time?

• A. Email to case
• B. Chat
• C. Web to case
• D. Web self service

Answer: D

NEW QUESTION 28
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