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NEW QUESTION 24
Universal Containers’ contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Average handle time
- B. Average speed to answer
- C. Escalation rate
- D. First contact resolution
Answer: A,D
NEW QUESTION 25
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the “Errata” record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an Apex trigger that sends an email to the case contact when a case with the “Errata” record type is created
- B. Create an auto-response rule that sends an email to the case contact when a case with the “Errata” record type is created
- C. Create a workflow rule and email alert action that sends an email to the case contact when a case with the “Errata” record type is created
- D. Create an assignment rule that sends an email to the case contact when a case with the “Errata” record type is created
Answer: C
NEW QUESTION 26
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that “We will empower our customers to interact with us in the way of their choosing.” Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Replace the existing “Chat Now” button on the Customer Community with a toll- free phone number.
- B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- C. Optimize the customer community for mobile devices to have access to the same support as desktops.
- D. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- E. Create a central “Contact Us” page which provides access to all available channels.
Answer: C,D,E
NEW QUESTION 27
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Agile
- B. Kanban
- C. Force.com IDE
- D. Waterfall
Answer: A
NEW QUESTION 28
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
- B. Configure the case list under custom console components so users can view the list view along with the case view
- C. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- D. Build a customer visual force page with the list view and assign it to the console sidebar.
Answer: A
NEW QUESTION 29
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