What is the primary function of a private branch exchange (PBX)?
A. To receive multiple calls at one time
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To mate calls to different agents
What process is a use case for Visual workflow? Choose 3 answers
A. Field validation during case creation
B. Cross-self promotions for representatives
C. Assignment of email to a case queue based on subject
D. Decision-based troubleshooting for representatives
E. Caller verification and creation of a new case
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)
A. Number of cases escalated by agent
B. Number of articles created by agent
C. Number of articles attached to a case
D. Number of solutions created by agent
When a Self Service Portal User adds a Case Comment the following actions take place:
A. An email is automatically sent to the case owner
B. A Workflow rules is activated
C. An Assignment Rule is Activated
D. None of the above
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
A. Increase the Call-to-Order ratio
B. Use integrated voice response
C. Bypass entitlement verification
D. Use suggested Knowledge articles
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
A. Information Technology (IT) help desk
B. Telesales center
C. Human Resources (HR) help desk
D. Telemarketing center
Which case submission process leverages Apex email services?
A. Web-to-Case
B. Email-to-Case
C. On-demand Email-to-Case
D. Case submitted using chat
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 agents
B. Displays records and their related items as tabs on one screen
C. Is available for users in the partner portal
D. Indicates when records and lists are changed by others
Which application will allow a client to enable Ideas on a public website?
A. Partner portal
B. Self-service portal
C. Sites
D. Customer portal
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
A. Case queues
B. Case custom reports
C. Case assignment rules
D. Case dashboards
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