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NEW QUESTION 52
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
Answer: B,C
NEW QUESTION 53
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
Answer: C,D
NEW QUESTION 54
Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?
Answer: A
NEW QUESTION 55
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
Answer: B
NEW QUESTION 56
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
Answer: B
NEW QUESTION 57
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