A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answer
A. Number of calls offered
B. Agent utilization
C. Quality monitoring score
D. Schedule adherence
What is a common deflection technique to reduce the number of interactions for a contact center?
A. Recommend articles during a call from a support agent.
B. Suggest articles for an Email-ta-Case question.
C. Recommend articles prior to a Chat session.
Explanation:
A common deflection technique in contact centers is to provide self-service options like
Knowledge articles before a customer engages in a more resource-intensive interaction, such as a chat session. By recommending relevant articles before the chat begins, customers may find answers to their questions without needing to speak with an agent, effectively reducing the volume of interactions and improving the efficiency of the contact center.
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
C. Deliver the entire project simultaneously so as to present UC with a completed solution.
D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
Cloud Kicks’ service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved. Which approach should the consultant recommend to streamline the process?
A. Create a dynamic action that launches the ERP system with a deep link to the order locator.
B. Use Salesforce Connect and External Objects to represent this information in Salesforce.
C. Create a batch integration process that runs hourly to pull all order updates into Salesforce.
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production. Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
A. Data Import Wizard
B. Change Sets
C. Data Loader
D. Mass Transfer Records
Explanation:
These are two deployment solutions that the consultant should use to ensure skills-based routing is operational in Production. Change Sets are tools that allow administrators to deploy changes from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration changes related to skills-based routing, such as service channels, routing configurations, or routing rules. Data Loader is a tool that allows administrators to import or export data from Salesforce, such as records, attachments, or documents. Data Loader can be used to migrate the data related to skills-based routing, such as skills, skill assignments, or queues.
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete. What is a cost-effective method for agents to create these activities?
A. Navigate a Screen Flow.
B. Execute a macro.
C. Leverage Einstein Case Wrap-Up.
Explanation:
To efficiently create multiple activities for the new partner onboarding process at Universal
Containers (UC), leveraging a Screen Flow is a cost-effective method. Screen Flows can guide agents through a series of steps, allowing them to enter necessary information and automatically generate the required activities for each onboarding step. This method streamlines the activity creation process, significantly reducing the time and effort required by agents, and ensures consistency in the onboarding experience
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents. Which two features should a consultant integrate of the Service Console? Choose 2 answers
A. Lightning Flow for service
B. Interaction Log
C. Lightning Process Builder
D. Path for Cases
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution. Which question should be asked to determine the preferred solution?
A. Do multiple versions of the entitlements need to be created and maintained?
B. It support provoded on a periodic basis and renewed annually?
C. Do Service Agents need to determine whether a customer is eligible for support?
D. Will customers access selft service resources through Experince Cloud?
Explanation:
This is the question that should be asked to determine the preferred solution, because it
indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only.
Verified References: : Service Contracts and Entitlements
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance. What should a consultant recommend to address this problem?
A. Limit Customers to 5 Cases per day.
B. Provide a self-help Customer Community.
C. Add more support phone lines.
D. Ask sales reps to respond to support Cases
Explanation:
Adding more support phone lines is a solution that can address the problem of the support
team being unable to provide same-day customer assistance due to high demand. Adding more support phone lines can increase the capacity and availability of the support team to handle incoming calls from customers. This can reduce the wait time and improve customer satisfaction.
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