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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
Answer: A
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.
Answer: A,D
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
Answer: B
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.
Answer: B,C
NEW QUESTION 27
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