132-S-715.1 Question #51: Real Exam Question with Answer & Explanation

You are working on an IC 7.0 email deployment. Your customer gets emails from end-users in many countries and has agents that speak one or more languages. IC is being rolled out to the Sales and Support departments and may later be rolled out to Customer Relations. There are two primary requirements for routing the incoming emails in IC. First, IC must identify the language of the incoming email. Second, because of SLA for the Support group it is important that emails be responded to within a certain timeframe. If a Spanish-speaking Support Engineer is not available within the SLA for a particular queue it is critical that some Spanish-speaking agent get the email and formulate a response. Which two features of IC Email will be helpful in fulfilling these two requirements? (Choose two.)