UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers
A contact center manager is looking for ways tooverall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
Universal Containers wantsto deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
Universal Containers is training a new set of Service Reps. Part of the training includes handling LiveAgent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
