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NEW QUESTION 47
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

A. Average handle timeB. Customer satisfaction surveyC. Service level agreementD. First call resolution

Answer: B,D

 

NEW QUESTION 48
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A. Customize the Lightning Console chat page.B. Configure a Live Chat Validation Rule.C. Configure Lightning Guided Engagement.D. Customize the Pre-chat form.

Answer: D

 

NEW QUESTION 49
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML andcontain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A. Set up the article actions and assign publishers to each actionB. Set the publication status of the article tame to draft statusC. Create the data categories and set up the data category values.D. Create the custom fields for the slide typeE. Set up a zip file that contains theCSV, HTML, and image files.

Answer: A,C,E

 

NEW QUESTION 50
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A. Create a daily snapshot report of all cases and calculate percentage of escalated casesB. Create a bucket field on a report to calculate the percentage of escalated casesC. Create a case report with a custom summary formula to calculate the percentage of escalated casesD. Create a formula field on the case record to calculate percentage of escalated cases

Answer: C

 

NEW QUESTION 51
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