SLA says agent must respond within one hour, or if marked "urgent", resolve within one...

QUESTIONNO: 339

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

A. Record Types

B. Support Processes

C. Approval Processes

D. Support Types

Answer: A,B