Milestones can be added to which two Object types?
Choose 2 answers
Answer : B, C
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address
before configuring omni channel ?what required step should a consultant address before configuring omni channel ?
Answer : D
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the
past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
Answer : B
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling
email from five different time zones.
Which solution should a consultant recommend?
Answer : B
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)
methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
Answer : C, D
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case
record page.
Answer : C
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
Answer : B
