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NEW QUESTION 27
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

  • 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

Answer: B,D

 

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

Answer: A

 

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

Answer: D

 

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.

Answer: B

 

NEW QUESTION 31
……

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