Which metric influences customer satisfaction? Choose 2 answers:
A. First call resolution
B. Cost per call
C. After call work
D. Call quality
A Campaign Call-Down report justifies the spend on programs; helps to know who to target for future campaigns; shows the relations to sales data, lead data, and analysis of campaigns; and reflects how customer community interacts and how it affects sales. Who would benefit most from the idea that this report helps to know who to target for future campaigns?
A. VP Marketing
B. BI/Analytics
C. Marketing Executive
D. Campaign Manager
Universal Containers was bought by a larger company and needs to provide information on a monthly basis to the new parent company to help predict sales. Which data should the new parent company review?
A. Dashboard of user login history
B. Count of new lead records created
C. Number of activities tied to opportunities
D. Opportunity pipeline report grouped by month
Which of the following descriptions best describe Quotes?
A. A tool for extending pricing proposals to customers
B. A content management tool for users who seek information
C. A library that allows access to documents
D. A collaboration tool
E. A data enrichment tool that maintains updated data
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3
A. Average Call Handle Time
B. Cases by Support Channels
C. Number of Portal Logins per Day
D. Escalated Calls
E. Knowledge Article Usage
Who would be interested in the "Top 10 Reasons Deals Were Lost" report?
A. VP of Sales
B. Sales Operations
C. Sales Manager
D. Sales Rep
Which option best identifies with the Chatter Home Page?
A. Everyone can see what you post here. Displays posts from everyone you're following.
B. Everyone can see what you post here. Only displays posts directed to you.
C. Only users with access rights can view or post here.
Role hierarchy should normally mimic the org structure.
A. True
B. False
You have an Opportunity in the Value Proposition stage, for an amount of $1,000 that has a 50% Probability of closing. If all goes well, and this Opportunity closes, how much revenue will be realized?
A. $1,000
B. $500
C. $750
Which of these steps should take place before setting a List Price for a Product? (Select all that apply)
A. Update all items in the Standard Price Book
B. Update all items in the Custom Price Book
C. Create the Product
D. Define the Product's Standard Price
E. Specify a Quantity or Revenue Schedule
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