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NEW QUESTION 41
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

  • A. Create a case assignment rule to ensure cases are owned by a user when closed.
  • B. Create a Process Builder and Flow to change the owner on closed cases.
  • C. Create a case validation rule to ensure cases are owned by a user when closed.
  • D. Use a data tool to update the owner field on closed cases.

Answer: A,D

 

NEW QUESTION 42
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

  • A. Offer supports through Facebook and twitter.
  • B. Streamline the agent interface.
  • C. Enable templates for written responses.
  • D. Implement team productivity dashboards.

Answer: B,C

 

NEW QUESTION 43
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

  • A. Social Media Marketing message tagging.
  • B. Social Persona tor Twitter and Facebook.
  • C. Einstein Bot social queues.
  • D. Social Customer Service for Twitter and Facebook.

Answer: B

 

NEW QUESTION 44
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

  • A. Number of customer ratings
  • B. Number of archived articles
  • C. Number of article votes
  • D. Number of approved articles

Answer: C

 

NEW QUESTION 45
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