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NEW QUESTION 43
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
- A. Create a custom related list on the case
- B. Create a custom Visualforce page
- C. Create a custom report
- D. Create a custom view on the Case tab
Answer: A
NEW QUESTION 44
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Service Console Profile Assignments
- B. Data Categories and Article Actions
- C. Service Console Knowledge Components
- D. Data Categories and Article Types
Answer: C,D
NEW QUESTION 45
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define Topics for each Knowledge article.
- B. Define Data Categories with Custom Visibility.
- C. Define Article Types with Public Sharing Settings.
- D. Define a Custom Field to identify the Subject.
Answer: A
NEW QUESTION 46
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