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NEW QUESTION 23
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community
- B. Lightning External Apps Starter
- C. High Volume Customer Portal
- D. Customer Community Plus
NEW QUESTION 24
Universal Containers is exploring ways to provide its customers with more self-service options inits new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Add the Question action to Chatter in the community publisher.
- B. Enable web -to -case on their public website.
- C. Enable Live Agent in their community to chat with an agent.
- D. Use a community template to set up their customer community.
NEW QUESTION 25
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. Milestone Actions
- B. Scheduled Reports
- C. Process Builder Scheduled Actions
- D. Time-based Workflow Rules
NEW QUESTION 26
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in forsupport. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Create a case escalation rulesto route high-priority cases directly to supervisors for resolution.
- B. Set up a Salesforce Customer Community that will allow customers to create casesonline.
- C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- D. Set up analytical snapshots to capture key case information and create historical trending reports.
NEW QUESTION 27
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