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NEW QUESTION 54
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators
(KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help
executive management understand service center costs? Choose 3 answers

A. All Cases closed Month-to-dateB. All open Cases by PriorityC. All Cases by CustomerD. Case resolution timeE. All open cases by Channel

Answer: B,D,E

 

NEW QUESTION 55
Universal Containers' support team requires its customers to submit their support inquiries via free form email
(Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

A. Web-to-CaseB. Customer Chatter groupsC. Emall-to-CaseD. On-Demand Email-to-Case

Answer: C

 

NEW QUESTION 56
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent
which requires 24/7 resolution.

A. Escalation rule to ignore business hours based on case criteriaB. Workflow ruleC. Validation rules on case process field

Answer: A

 

NEW QUESTION 57
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call
resolution.B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call
resolution.C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and
first-call resolution.D. Create a joined report that includes fields for call center location, agent, calendar month, and first-call
resolution.

Answer: A

 

NEW QUESTION 58
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