A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
SLA says agent must respond within one hour, or if marked 'urgent', resolve within one day. How can this best be achieved?
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.