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NEW QUESTION 37
A contactcenter manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A. Average number of activities per caseB. Total number ofcases by originC. Average number of articles attached to a caseD. Average customer satisfaction score by case

Answer: A,C

 

NEW QUESTION 38
After migrating from Knowledge to Lightning Knowledge, Authors areunable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

A. Grant Authors access to the FaQ record typeB. Grant Authors access to the FAQ article type.C. Add Authors to the FaQ Data Category.D. Set article Org Wide Default to Public ReadWrite.

Answer: A

 

NEW QUESTION 39
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

A. Number of open cases per dayB. Number of cases escalatedC. Number of Closed caseson first callD. Average Number of days to close casesE. Number of new customers added

Answer: A,B,D

 

NEW QUESTION 40
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have tomanually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

A. Route to agents with the least amount of active assigned work.B. Route to agents with the most cases closed for that topic.C. Route to agents staffing the assigned overflowqueues.D. Route to agents with the most capacity to take on new work.

Answer: A,D

 

NEW QUESTION 41
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 up a zip file that contains theCSV, HTML, and image files.C. Create the data categories and set up the data category values.D. Set the publication status of the article tame to draft statusE. Create the custom fields for the slide type

Answer: A,B,C

 

NEW QUESTION 42
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