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NEW QUESTION 29
What are two benefits of deploying Knowledge in Customer Communities?
- A. Uncovers gap in the knowledge base
- B. Reducesincoming call volume
- C. Eliminates tracking of customer entitlements
- D. Replaces the need for an email channel
Answer: B,D
NEW QUESTION 30
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executivemanagement understand service center costs? Choose 3 answers
- A. Case resolution time
- B. All open Cases by Priority
- C. All open cases by Channel
- D. All Cases closed Month-to-date
- E. All Cases by Customer
Answer: A,B,C
NEW QUESTION 31
Which three processes are usescase for Visual Workflow? Choose 3 answers
- A. Field validation during case creation
- B. Cross-sell promotions for agents
- C. Caller verification and creation of a new case
- D. Assignment of email to a case queue based on subject
- E. Decision-based troubleshooting for agents
Answer: B,C,E
NEW QUESTION 32
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