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?
The customer aims to automate repetitive case escalation processes. Which feature can streamline this?
The customer requires secure access control for sensitive customer data. Which functionality is most important?
Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?
TESTED 18 May 2024
