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NEW QUESTION 32
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

A. Customize the My Teams Calls this week standard report.B. Set up a reporting snapshot of the case, contact and activity objects.C. Create a Custom Report type with activities as the primary object.D. Build a Summary report on Products and Activities.

Answer: A

 

NEW QUESTION 33
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

A. Email-to-CaseB. Outlook IntegrationC. Web-to-CaseD. On-Demand Email-to-Case

Answer: A

 

NEW QUESTION 34
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

A. Change the org-wide default for cases and contacts internal access to private.B. Update the case assignment rule to add the site member to the predefined case team.C. Create a sharing rule to share the contact record with the site member.D. Set up a sharing set to grant access based on the site member's contact record.

Answer: D

 

NEW QUESTION 35
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A. Number of Knowledge articles created each month.B. Average call handle time by team.C. Number of cases closed by self-service users.D. Number of cases created using Communities by month.

Answer: C,D

 

NEW QUESTION 36
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

A. Add multiple ELSE IF blocks after the IF blockB. Add a formula block to the macroC. Create a formula to build the macro logic aroundD. Add conditional logic to the instructions

Answer: B,C

 

NEW QUESTION 37
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