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What can a consultant recommend to accomplish these objectives?
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction . What can a consultant recommend to accomplish...
Which two metrics are useful for identifying knowledge article effectiveness?
A manager would like information on the knowledge base searches conducted by customers and call center agents . Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answersA . Knowledge search query with no results.B . Knowledge articles with the lowest rating.C . Number of knowledge articles...
Which solution will ensure each team sees only the relevant article type for their product?
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Which solution will ensure each...
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...
Which factor should a Consultant consider as part of the migration strategy?
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. Which factor should a Consultant consider as part of the migration strategy?A . Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article...
What should the consultant recommend to mitigation these concerns?
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigation these concerns?A . Deploy the configured and tested app to production, update...
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?A . Omni-Channel Utility ComponentB . Cases report sorted by Rep and Case OwnerC . Cases report sorted by Rep and Case CreatedDateD . Omni-Channel Supervisor tabView AnswerAnswer: D
How can this be achieved?
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page . How can this be achieved?A . Customer view of case tabB . Custom Visual force pageC . Custom reportD . Custom related listView AnswerAnswer: B
What should a consultant recommend as part of the solution?
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record . What should a consultant recommend as part of the solution?A . An outbound message to a middleware platform to provide map detailsB...
What functionality should a consultant recommend to satisfy the UC's need?
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?A . omni ChannelB . Contact RequestC . Field ServiceD . Mobile ConnectView AnswerAnswer: C
