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NEW QUESTION 27
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
- A. Number of solutions created by agent
- B. Number of articles attached to a case
- C. Number of cases escalated by agent
- D. Number of articles created by agent
NEW QUESTION 28
UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Automatic call distributor and interactive voice response
- B. Agent skill-based routing and predictive dialer
- C. Workforce management and customer satisfaction score
- D. Average handling time and first call resolution time
NEW QUESTION 29
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate open and closed cases without milestones and entitlements
- B. Migrate closed cases to a custom read-only object
- C. Migrate open and closed cases with milestones and entitlements
- D. Migrate closed cases with milestones and entitlements
NEW QUESTION 30
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 Case Team.
- B. Create a single Dashboard with a Region filter.
- C. Create a Dashboard for each Region.
- D. Create a single Dashboard with a Case Team filter.
NEW QUESTION 31
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