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NEW QUESTION 44
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?
- A. Process Builder Scheduled Actions
- B. Scheduled Reports
- C. Time-based Workflow Rules
- D. Milestone Actions
Answer: B
NEW QUESTION 45
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Create an Entitlement Process.
- B. Set up Milestones.
- C. Configure Service Contracts.
- D. Enable Work Orders.
Answer: A,B
NEW QUESTION 46
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers
- A. Ensure each laptop has a modern browser installed.
- B. Allow the user to log into Live Agent from multiple browsers.
- C. Coach users on minimizing open console tabs.
- D. Add additional components to the Lightning console.
Answer: A,C
NEW QUESTION 47
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
- A. Create a case report to show the number of cases for each tier and sort them by case owner.
- B. Create a case report to show all cases across tiers filtered by an escalation flag.
- C. Create a custom trigger to generate history when cases get escalated between tiers.
- D. Create an approval process to ensure only the appropriate cases get escalated.
Answer: B
NEW QUESTION 48
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Visualforce page APEX SOAP async callout
- B. RESTful services with GET, POST, or PUT
- C. Workflow-driven outbound messaging
- D. Schedule batch Apex processing job
Answer: C
NEW QUESTION 49
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