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NEW QUESTION 34
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Average call handle time by team.
- B. Number of cases closed by self-service users.
- C. Number of Knowledge articles created each month.
- D. Number of cases created using Communities by month.
Answer: B,D
NEW QUESTION 35
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)
- A. Number of cases escalated by agent
- B. Number of articles attached to a case
- C. Number of solutions created by agent
- D. Number of articles created by agent
Answer: B,D
NEW QUESTION 36
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?
- A. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
- B. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- C. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
- D. Configure the agent console and display the articles, case view, and external system custom object
Answer: C
NEW QUESTION 37
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Activate quick test
- B. Deploy Pre-Chat form
- C. Create quick actions
- D. Configure LiveMessage
Answer: A,B
NEW QUESTION 38
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Retrieve Social Studio credentials.
- B. Select two Twitter or Facebook accounts.
- C. Create and assign permission sets to give agents social account access.
- D. Enable the Moderation feature to automatically create cases from posts.
Answer: C,D
NEW QUESTION 39
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