A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which measurecan satisfy this requirement?
A. Customer Satisfaction
B. Customer Engagement Score
C. Net Promoter Score
D. Service-Level Measure
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
A. Number of article votes
B. Number of customer ratings
C. Number of approved articles
D. Number of archived articles
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
A. Verification of the production migration checklist
B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Fund customer approval on training materials
A Company sells two products, each with its own maintenance schedule. Which feature should a consultant recommend implementing to meet thisrequirement?
A. Lightning Service Console
B. An AppExchange Solution
C. Field Service Lightning
D. Customer Community
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed. What Lightning Console feature should a Consultant configure to support this need?
A. Configure Omni-Channel Supervisor tab and 3rd party access.
B. Configure Live Agent Supervisor tab and Whisper Messages.
C. Add the Live Agent Component to the Utility bar.
D. Configure the SOS snap-in for the Lightning Service Console.
Universal Containers wantsto 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. Configure LiveMessage
B. Activate quick test
C. Create quick actions
D. Deploy Pre-Chat form
UC is in the process of implementing ServiceCloud. In which order should the data be migrated?
A. Users, accounts, contacts, cases
B. Accounts, contacts, cases, users
C. Users, contacts, accounts, cases
D. Accounts cases, users, contacts
Auto Response rules work on which objects?
A. Leads and Cases
B. Leads and accounts
C. Accounts and Opportunity
D. Accounts and Cases
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
A. Average days to close
B. Average handle time
C. Firstcall resolution
D. Abandon rate
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will bemigrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
A. Migrate case data and deploy to all users at office
B. Migrate agents to Force.com Connect Offline during deployment
C. Deploy inphases using countries as pilots
D. Deploy based on the number of trainers available
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