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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 two solutions should a consultant recommend?
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answersA . Customer communityB . Knowledge baseC . Service cloud consoleD . Automatic call distributionView AnswerAnswer: A,B
What solution should a consultant recommend?
Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend?A . Set up communication channel layouts in the object manager to use Insert Article into Social post.B . Set up insert Article into Social post and enable the customer community portal.C...
How can UC measure case escalation?
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2 . How can UC measure case escalation?A . Create a case...
Which two configuration steps are required before quick actions can be used in Macros?
Which two configuration steps are required before quick actions can be used in Macros?A . Global Actions needs on the publisher layout.B . Quick Actions must be enabled in the org.C . The specific quick action must be added to the case Feed.D . The specific quick action must be...
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 two benefits can be expected from KCS adoption?
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Which two benefits can be expected from KCS adoption? Choose 2 answersA . A knowledge article life cycle that is implemented correctly the first time and does not...
What should a consultant recommend to accomplish this requirement?
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? (Choose 2)A . Hide the Article Management tab for users who should have read-only access to articles.B . Set the organization-wide default to private and...
What feature should a consultant recommend to meet this requirement?
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?A . Web-to-CaseB . Embedded Chat ServiceC . Customer CommunityD . Case Assignment RulesView AnswerAnswer: B
What should be recommended for reliable, real-time support to customers with these restrictions?
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales. What should be recommended for reliable, real-time support to customers with these restrictions?A . Customer CommunityB . Field Service LightningC . SOS Video ChatD . Salesforce KnowledgeView AnswerAnswer: C
