Salesforce
AP-226 · Question #175
AP-226 Question #175: Real Exam Question with Answer & Explanation
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Question
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is: Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions. Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?
Options
- ASet up Support Holidays to specify holidays.
- BCreate an Apex trigger to check agent holidays
- CCreate additional holiday rules in the SLAs
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