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Question list

List of questions

Question 1

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The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

Question 2

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Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

Question 3

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The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

Question 4

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Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

Question 5

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The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

Question 6

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The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

Question 7

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The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

Question 8

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The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

Question 9

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Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

Question 10

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You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

Question 175 - Certified Contact Center discussion

The required configurations for the client's requirements are:

Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active, and Business Hours added to the Embedded Deployment.

A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.

When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.

How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?