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NEW QUESTION 35

What is the capability of case feed?

A. Switch from case feed to standard detail pages using a console component
B. Enable call control using the CTI case feed publisher.
C. Embed case feed functionality within a visual force page.
D. Add custom visual force pages to the case feed page layout.

Answer: C

NEW QUESTION 36

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A. Use workflow rules to send an email to the customer
B. Use escalation rules to assign the case to a case queue
C. Use assignment rules to assign the case to a case queue
D. Use auto-response rules to send an email to the customer

Answer: A

NEW QUESTION 37

Universal Container wants to measure the efficient of its Contact Center.

Which three metrics should the contact center manager analyze?