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Which two metrics can be used to assess the success of the new workforce management system?
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the...
Which reporting solution should the Consultant recommend?
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?A . Create a list view report that includes fields for call center location, agent, calendar month, and...
Which feature should the consultant consider?
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement. Which feature should the consultant consider?A . EntitlementsB . Omni-channelC . Case milestonesD . Case escalationView AnswerAnswer: A,B,D
Which recommendation should the Consultant make in anticipation of higher call volume?
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost...
Which type of Community license should be used to meet these requirements?
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information. Which type of Community license should be used to meet these requirements?A . Company CommunityB . Employee CommunityC . Customer CommunityD . Partner...
requirement?
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. Which Service...
Which three should the consultant recommend to achieve the mission statement?
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked...
What approach should a consultant recommend to meet these requirements?
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?A . Configure Case Escalation Rules.B . Define Entitlement and...
Which option should the Consultant recommend?
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old...
Which native Service Cloud solution is used for case satisfaction surveys?
Which native Service Cloud solution is used for case satisfaction surveys?A . Create a Web-to-case form with a custom case type of surveyB . Enable the case survey option on the case objectC . Enable the case survey auto-response ruleD . Check the survey option in the case settingsView AnswerAnswer:...
