QUESTION 38
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?

QUESTION 39
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

QUESTION 40
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

QUESTION 41
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?

QUESTION 42
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

QUESTION 43
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles
while taking calls. The company needs to migrate the existing knowledge base of documents and images into
Salesforce. Which step will be required fort he implementation? Choose 3 answers

QUESTION 44
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

QUESTION 45
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on
the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

QUESTION 46
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

QUESTION 47
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

QUESTION 48
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

QUESTION 49
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

QUESTION 50
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

QUESTION 51
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via
Twitter
What should the Consultant recommend implementing in the Lightning Service Console?

QUESTION 52
The Universal Container’s customer support organization has implemented knowledge, knowledge centered
support (KCS) in its call center. However, the call center management thinks that agents are not contributing
new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

QUESTION 53
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)