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Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times?
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times . Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answersA . Configure Assignment Rules based on Case...
What should the Consultant recommend to gather information on Knowledge article usefulness?
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?A . Contact Salesforce to send a report on article efficacy.B . Send out a monthly survey to customers...
Which solution should a consultant recommend to meet this requirement?
Universal Containers' contact center would like to measure and communicate case escalation rates to management . Which solution should a consultant recommend to meet this requirement?A . Create a bucket field on a report to calculate the percentage of escalated casesB . Create a case report with a custom summary...
What can be used to measure an increase in customer satisfaction?
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.A . Service level agreementB . First call resolutionC . Average handle timeD . Customer satisfaction surveyView AnswerAnswer: B,D
Which approach should be used for the data migration?
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?A . Prepare, Plan, Test, Execute, ValidateB . Plan, Prepare, Test, Execute, ValidateC...
Which three metrics should the contact center manager analyze?
Universal Containers wants to measure the efficiency of its contact center . Which three metrics should the contact center manager analyze? Choose 3 answersA . Number of open cases per dayB . Number of new customers addedC . Number of closed cases on first callD . Average number of days...
Which approach should a consultant implement?
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement?A . Define Case Auto-Response Rules.B . Establish Case Assignment Rules.C . Create a Process Builder with Scheduled Actions.D . Configure Case Escalation Rules.View AnswerAnswer:...
How should this requirement be met?
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case . How should this requirement be met?A . Create a custom related list on the case.B...
Which two recommendations should a Consultant suggest to help decrease customer wait times?
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support . Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answersA . Create reports to analyze call data in order to...
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)A . Allows Chatter Messenger to be used between agentsB . Displays records and their related items as tabs on one screenC . Is available for users in the partner portalD . Indicates...
