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NEW QUESTION 39
What are the conditions that matching rules are based on? (Choose two.)
- A. Specific routing rules
- B. Filters set up in advanced work assignment
- C. Agent resources best suited to work on a case
- D. Specific case attributes
Answer: C,D
Explanation:
Reference:
customer-service-management/concept/c_CaseRouting.html
NEW QUESTION 40
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Allows access to Knowledge Articles that are related to products owned by a customer
- B. Information about customer’s service contract
- C. Makes it easier for Agents to manage case volume
- D. Reduces call volume
Answer: A,C,D
NEW QUESTION 41
Which of the following statements is correct when the ‘Contact Local Time’ field is enabled in a case form?
- A. The field is active in the base form
- B. Agents can use the field to identify if it is the right time to contact customer
- C. The field is always based on the system time zone
- D. The field is not based of the customers profile time zone
Answer: D
NEW QUESTION 42
……
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