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NEW QUESTION # 22
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Assignment, escalation, and workflow rules are processed on inbound emails
- B. Follow-up emails related to a case will update the case comments
- C. Follow-up emails and attachments related to a case are attached to the case
- D. Only one inbound email address can be used for Email-to-Case
NEW QUESTION # 23
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Social Customer Service.
- B. Integrate Facebook to its existing Customer Community.
- C. Create a Lightning Platform app for Facebook monitoring.
- D. Enable Salesforce social profile on contacts.
NEW QUESTION # 24
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Configure Success, Warning, and Violation Actions for Milestones.
- B. Create a Report of all active Entitlements grouped by Customers.
- C. Configure Assignment Rules based on Case Priority.
- D. Add the Entitlements related list to the Account Page Layout.
NEW QUESTION # 25