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NEW QUESTION 38
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been
emailed to a customer. Which Salesforce feature would be used to meet this requirement?
NEW QUESTION 39
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
NEW QUESTION 40
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
NEW QUESTION 41
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
NEW QUESTION 42
Which two configuration steps are required before quick actions can be used in Macros?
NEW QUESTION 43
......
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NEW QUESTION 38
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been
emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Assignment rules
- B. Validation rules
- C. Auto-response rules
- D. Workflow rules
NEW QUESTION 39
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites with Knowledge and Web-to-Case
- B. Force.com Sites with Knowledge and Email-to-Case
- C. Visualforce and Self-Service Portal
- D. Force.com Sites and High-Volume Customer Portal
NEW QUESTION 40
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- B. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- C. It does NOT require a software install for each call center user on a Windows-based PC.
- D. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- E. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
NEW QUESTION 41
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Average call handle time by team
- B. Number of IVR inquiries without agent involvement
- C. Number of cases created using portal
- D. Number of cases closed by a self-service user
NEW QUESTION 42
Which two configuration steps are required before quick actions can be used in Macros?
- A. The specific quick action must beadded to the case Feed.
- B. Quick Actions must be enabled in the org.
- C. Global Actions needs on the publisher layout.
- D. The specific quick action must be added to the case record Type.
NEW QUESTION 43
......