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NEW QUESTION 33
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A. First contact resolutionB. Average handle timeC. Average speed to answerD. Escalation rate

Answer: A,B

 

NEW QUESTION 34
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manageruse to measure the success of the implementation? Choose 3 answers

A. Number of Chatter files attached to cases.B. Number of published article views.C. Number of successful keyword searches.D. Number of content packs attached to cases.E. Number of articles associated to cases.

Answer: A,C,E

 

NEW QUESTION 35
A case has not been closed even after 30 days, but those cases can be closed in 7days. What should the consultant do to overcome this? choose 2 options

A. Use auto response rule to send an emailB. Identify those cases and assign to the closure teamC. Supervisors to investigate those casesD. Use escalation rule to send an email

Answer: B,C

 

NEW QUESTION 36
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