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NEW QUESTION 26
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A. First call resolutionB. Upsell percentageC. Average handle timeD. Customer retention

Answer: A,C

 

NEW QUESTION 27
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

A. An outbound message to a middleware platform to provide map detailsB. A mashup integration on the Account page to a third-party mapping serviceC. A custom tab of type URL that displays a map image of customer locationD. A Web Service call-out that retrieves map details from the backend system

Answer: B

 

NEW QUESTION 28
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

A. Salesforce for OutlookB. On-Demand Email-to-CaseC. Web-to-CaseD. Email-to-Case

Answer: D

 

NEW QUESTION 29
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