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NEW QUESTION 38
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

  • A. All of the above
  • B. If the OWD for sharing cases is Public Read/Write/Transfer
  • C. They are members of that Queue
  • D. They have a Contact Manager Profile
  • E. They are higher in the Role Hierarchy than a Queue Member

Answer: C,E

 

NEW QUESTION 39
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

  • A. Number of cases created sorted by order
  • B. Number of cases by type by owner
  • C. Number of solutions created per agent
  • D. Number of cases in each status

Answer: A,B

 

NEW QUESTION 40
A case has not been closed even after 30 days, but those cases can be closed in 7days. What should the consultant do to overcome this? choose 2 options

  • A. Use escalation rule to send an email
  • B. Supervisors to investigate those cases
  • C. Identify those cases and assign to the closure team
  • D. Use auto response rule to send an email

Answer: B,C

 

NEW QUESTION 41
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. Partner Community
  • C. Customer Community
  • D. Company Community

Answer: C

 

NEW QUESTION 42
……

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