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NEW QUESTION 52
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
“We will empower our customers to interact with us in the way of their choosing.” Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Optimize the customer community for mobile devices to have access to the same support as desktops.
- B. Create a central “Contact Us” page which provides access to all available channels.
- C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D. Replace the existing “Chat Now”button on the Customer Community with a toll- free phone number.
- E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
Answer: A,B,C
NEW QUESTION 53
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Employee Community
- B. Customer Community
- C. Company Community
- D. Partner Community
Answer: B
NEW QUESTION 54
Which twocapabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Validation Rules for Article Types to verify all fields during creation
- B. Knowledge Action to Publish an Article once the Article is approved
- C. Approval Process that assigns an Article to a Reviewer Queue
- D. Data Category to assign an Article Type to a Reviewer
Answer: A,D
NEW QUESTION 55
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC’s Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Assignment Rule
- B. Email Template
- C. Email Alert
- D. Workfl
- E. Email Relay
Answer: B,C,D
NEW QUESTION 56
……
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