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NEW QUESTION 28
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.
- A. Integration with Field service teams and apps
- B. Strategies to maximize call deflection
- C. Integration with Lead Generation team and apps
- D. Performance for high volume of interactions
Answer: C,D
NEW QUESTION 29
Universal Containers’ agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?
- A. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- B. Enable the “Access Recent Items” user permission on the user profiles.
- C. Enable the “History” component within the Salesforce Console for Service.
- D. Embed a “Recent Items” Visualforce component into the Salesforce Console for Service.
Answer: C
NEW QUESTION 30
What solution should a consultant recommend while designing a plan to decrease a company’s cost per call?
(Choose 2)
- A. Bypass entitlement verification
- B. Use suggested Knowledge articles
- C. Use integrated voice response
- D. Increase the Call-to-Order ratio
Answer: B,C
NEW QUESTION 31
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