SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
A. Use entitlements to define a process and milestones
B. Use case teams to close
C. Use escalation rules
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
A. Implement Service Cloud console to support agents
B. Leverage Live Agent for web-based chat
C. Enable service contracts and entitlements
D. Implement Salesforce Knowledge on a portal
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
A. Create a report using the Case Lifecyle report type
B. Create a report using the Case age report type
C. Create a report using the Case snapshot report type
D. Create a report using the Case historical trending report type
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
A. Create a custom report
B. Create a custom related list on the case
C. Create a custom view on the Case tab
D. Create a custom Visualforce page
What is a benefit of a customer community? Choose 2 answers.
A. Eliminates the need to track service level agreements
B. Reduces incoming call volume
C. Enables customers to log inquires without contacting an agent
D. Eliminates the need for support agents
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels. What is the best solution?
A. Create multiple agent console applications and configure the Iayout based on the user's requirements.
B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
C. Create case page layouts for each interaction channel and assign them to different agent profiles.
D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
A. Average queue time per agent
B. Number of leads created
C. Opportunities per channel
D. Cost per call
E. Number of sales queues
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
A. Create a Dashboard for each Region.
B. Create a single Dashboard with a Region filter.
C. Create a Dashboard for each Case Team.
D. Create a single Dashboard with a Case Team filter.
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
A. Milestones
B. Assets
C. Service contracts
D. Cases
What are two design considerations for a Live Agent implementation? Choose 2 answers
A. Chat Visitor Browser
B. Chat Window Title
C. Chat Character Limit
D. Idle Connection Timeout
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