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NEW QUESTION 51
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Add the Entitlements related list to the Account Page Layout.
- B. Configure Success, Warning, and Violation Actions for Milestones.
- C. Create a Report of all active Entitlements grouped by Customers.
- D. Configure Assignment Rules based on Case Priority.
Answer: A,D
NEW QUESTION 52
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 resolution
- B. Upsell percentage
- C. Customer retention
- D. Average handle time
Answer: A,D
NEW QUESTION 53
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
- A. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- B. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
Answer: C
NEW QUESTION 54
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