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Universal Container wants to measure the efficient of its Contact Center.Which three metrics should the contact center manager analyze?
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.
Universal Containers is changing their case management system to Salesforce. All activeaccounts, contacts, open cases, and closed cases for the past five years must be migratedto Salesforce for go-live.Which approach should the Consultant use for data migration?
A company provides customer support for new products and for routine maintenance ofexisting products. These cases have many identical stages and fields, however, themaintenance cases are unique and have additional stages and fields that need to becaptured. Which two features would meet this requirement? Choose 2 answers
The Service Manager at Universal Containers is concerned that users will NOT be able tomanage cases in the Service Console efficiently and reduce clicks.Which feature should a Consultant implement to address this concern?
Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: • Customer order history •Level of contracted support • List of replaceable parts Which system can Salesforceintegrate with to retrieve this information and make it available to techniciansin the field?
UC must provide contact center agents with access to a customer's payment history if thecall concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an externalsystem containing over 20 million records. Agents do not want to maintain separate loginsessions for Salesforce and the billing system. What solution should a consultantrecommend?
What key metric should a contact center manager use to evaluate the effectiveness of anew Service Cloud implementation? (Choose 2)