A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.* Average handle time (AHT)* Adherence to service level agreements (SLAs)Which data source would Universal Containers need in order to gather this information? Choose 3 answers
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers