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NEW QUESTION 30
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 Cases by Customer
• B. Case resolution time
• C. All open cases by Channel
• D. All open Cases by Priority
• E. All Cases closed Month-to-date

Answer: B,C,D

NEW QUESTION 31
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

• A. Interaction Log
• B. Path for Cases
• C. Lightning Row for Service
• D. Lightning Process Builder

Answer: A,C

NEW QUESTION 32
All of the following objects may have a queue EXCEPT:

• A. Cases
• B. Custom Objects
• C. Leads
• D. Accounts

Answer: D

NEW QUESTION 33
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