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NEW QUESTION 36
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 solutionshould the Consultant recommend?

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

 

NEW QUESTION 37
Which method can be used to route cases from social channels?

A. Enable Social Network Profile and add workflow rules to the contact object.B. use Twitter-to-case and add workflow rules to the case object.C. Enable Social Customer Service and addassignment rules to the case object.D. Enable Social Network Profile and add assignment rules to the case object.

Answer: C

 

NEW QUESTION 38
Universal Containers' customer support management wants to provide proactivecommunications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

A. Time spent by account year-to-dateB. Escalated cases by account month-to-dateC. High priority cases opened by account month-to-dateD. New cases opened by account channel

Answer: B,C

 

NEW QUESTION 39
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.B. Create case page layouts for each interactionchannel and assign them to different agent profiles.C. Createmultiple agent console applications and configure the Iayout based on the user's requirements.D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

Answer: A

 

NEW QUESTION 40
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