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NEW QUESTION 53
Universal Containers is implementing an entitlement process in its contact center to gain better visibility into how well the company is delivering on customer service level agreements (SLAs). Which two approaches can be used to accomplish this goal? Choose 2 answers
- A. To identify the customer contact associated with a particular stage of a service contract.
- B. To Display whether a case response complies with a customer's service level agreement.
- C. To monitor the case escalation rule queue to confirm service levels are met.
- D. To represent metrics such as first-response and resolution time on cases.
Answer: B,D
NEW QUESTION 54
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Approval Process that assigns an Article to a Reviewer Queue.
- B. Data Category to assign an article record type to a Reviewer.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Knowledge Action to Publish an Article once the Article is approved.
Answer: A,C
NEW QUESTION 55
Universal Containers (UC) does business with a Contact associated with a specific Account with the Contact Role of executive. The Contact is also on the board of a nonprofit that has requested a charitable donation from UC. UC wants to the Contact on both Accounts.
What should the consultant recommend?
- A. Select Allow users to relate a Contact to multiple Accounts in Account
- B. Create a new Contact record for the Contact related to the nonprofit Account
- C. Create a new lookup field on the Contact record to associate the executive to the nonprofit.
- D. Change the Contact record type to multi-account
Answer: A
NEW QUESTION 56
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