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Universal Containers Call Center Agents have limited visibility to customer support levels,resulting in inconsistent response times and lengthened resolution times. Which tworecommendations should a Consultant recommend to improve the agent experience andreduce response and resolution times? Choose 2 answers
A. Configure Assignment Rules based on Case Priority.
B. Add the Entitlements related list to the Account Page Layout.
C. Create a Report of all active Entitlements grouped by Customers.
D. Configure Success, Warning, and Violation Actions for Milestones.
A team of publishers has created and published articles in Salesforce knowledge. Themanager of the help desk describe articles are useful to agents. Which reports can the helpdesk manager use to determine the quality of the articles? Choose 2 answers
A. Report on the articles followed in Chatter
B. Report on agent ratings on articles
C. Report on agent feedback on articles
D. Report on the articles attached to cases
The contact center manager at Universal Containers is concerned that the first callresolution rate for their team is too low and would like to see improvement in this metric.What should a consultant recommend to improve this metric?
A. Skills -based routing
B. Private branch exchange
C. Workforce management
D. Interactive voice response
Which three processes are uses case for Visual Workflow? Choose 3 answers
A. Cross-sell promotions for agents
B. Decision-based troubleshooting for agents
C. Assignment of email to a case queue based on subject
D. Caller verification and creation of a new case
E. Field validation during case creation
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter toresolve a complex issue for a customer. What is the recommended solution to increase theinvolvement of SMEs and track the case to completion in Chatter?
A. Follow the SMEs to receive automatic updates when they add case comments
B. Bookmark all the comments related to the issue from SMEs
C. Use hashtag (#) to track the customer case and SMEs comments
D. @mention the SMEs on the case Chatter feed and follow the case
Universal Containers has defined a set of steps that each Case must go through, fromsubmission to closure. In addition, each step must be completed within a specific amount oftime.What approach should a consultant recommend to meet these requirements?
A. Configure Case Escalation Rules.
B. Define Entitlement and Milestones.
C. Use Process Builder with Scheduled Actions
D. Enable Omni-Channel Routing.
Universal Containers has determined that case list views are slow to load because of thelarge number of cases in the system.Which two actions will improve the performance of the list views? Choose 2 answers
A. Restrict visibility of the views
B. Reduce the number of fields displayed
C. Filter the views by case owner
D. Remove filter criteria from the views
Universal Containers would like to provide their contact center agents with a map image oftheir customers location based on the Shipping Address of their Account Record. Whatshould a consultant recommend as part of the solution?
A. An outbound message to a middleware platform to provide map details
B. A mashup integration on the Account page to a third-party mapping service
C. A Web Service call-out that retrieves map details from the backend system
D. A custom tab of type URL that displays a map image of customer location
Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Whichfeature should the Consultant consider?
A. Omni-Channel
B. Entitlements
C. Case Escalation
D. Case Milestones