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NEW QUESTION 29
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?

  • A. Chat
  • B. Email-to-case
  • C. Social Customer Service
  • D. Web-to-case

Answer: B

NEW QUESTION 30
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customeris satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

  • A. Use assignment rules to assign the case to a case queue
  • B. Useauto-response rules to send an email to the customer
  • C. Use escalation rules to assign the case to a case queue
  • D. Use workflow rules to send an email to the customer

Answer: D

NEW QUESTION 31
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they
are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

  • A. Insert a reference Thread ID in the email subject template
  • B. Convert to an On-Demand Email-to-Case setup
  • C. Use Omni-Channel to automatically route inbound email
  • D. Assign a user to manually manage incoming email

Answer: A

NEW QUESTION 32
......

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