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NEW QUESTION 21
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.
Answer: C,D
NEW QUESTION 22
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
Answer: D
NEW QUESTION 23
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a
consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
Answer: B,D
NEW QUESTION 24
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
Answer: C
NEW QUESTION 25
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