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NEW QUESTION 39
Which search mechanism should be used to find case comments from within the lightning service console?

  • A. Search utility component
  • B. Global search
  • C. Comment search component
  • D. Comments list view

Answer: B

 

NEW QUESTION 40
Universal Containers’ support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

  • A. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
  • B. Set up analytical snapshots to capture key case information and create historical trending reports.
  • C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
  • D. Set up a Salesforce Customer Community that will allow customers to create cases online.

Answer: C,D

 

NEW QUESTION 41
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

  • A. Push Notifications
  • B. Case Feed
  • C. Next Best Actions
  • D. Omni-channel Supervisor

Answer: D

 

NEW QUESTION 42
……

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