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NEW QUESTION # 20
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
Answer: B
NEW QUESTION # 21
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
Answer: B,D
NEW QUESTION # 22
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?
Answer: B
NEW QUESTION # 23
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
Answer: B,C
NEW QUESTION # 24
Universal containers wants to assign support agents to handle only specific interaction channels based on one
of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What
should a consultant recommend to accomplish this?
Answer: D
NEW QUESTION # 25
......
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