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NEW QUESTION 27
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

• A. Create a report using the Case Age report type.
• B. Create a report using the Case Lifecycle report type.
• C. Create a report using the Case Historical Trending report type.
• D. Create a report using the Case Snapshot report type.

Answer: D

NEW QUESTION 28
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

• A. Set up a sharing set to grant access based on the community member's contact record.
• B. Update the case assignment rule to add the community member to the predefined case team.
• C. Change the org-wide default for cases and contacts internal access to private.
• D. Create a sharing rule to share the contact record with the community member.

Answer: A

NEW QUESTION 29
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and
requires quick iterations and a speedy project completion. UC has requested frequently project updates for
check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

• A. Waterfall
• B. Kanban
• C. Force.com IDE
• D. Agile

Answer: D

NEW QUESTION 30
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

• A. Number of Knowledge articles created each month.
• B. Average call handle time by team.
• C. Number of cases closed by self-service users.
• D. Number of cases created using Communities by month.

Answer: C,D

NEW QUESTION 31
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