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NEW QUESTION 49
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Case Assignment Rules
- B. Web-to-Case
- C. Customer Community
- D. Embedded Chat Service
NEW QUESTION 50
Universal Containers ‘IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. Email-to-Case
- B. web-to-Case
- C. An AppExchange package
- D. On-Demand Email-to-Case
NEW QUESTION 51
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case snapshot report type
- B. Create a report using the Case age report type
- C. Create a report using the Case Lifecyle report type
- D. Create a report using the Case historical trending report type
NEW QUESTION 52
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a record Activity Feed list
- B. On a record Highlights Panel
- C. On a utility bar of the Lightning App
- D. On the Calendar right hand panel
NEW QUESTION 53
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