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Download Certification Preparation for Service Cloud Consultant Exam Dumps
NEW QUESTION 50
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers
- A. Enable templates for written responses.
- B. Improve the agent interface.
- C. Increase the number of agents.
- D. Employ surveys to confirm customer satisfaction.
Answer: A,D
NEW QUESTION 51
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Reduce the cost per call
- B. Hire additional support agents
- C. Align agent performance goals with KPIs
- D. Train support agents
Answer: C,D
NEW QUESTION 52
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
- A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- B. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
- C. Deliver the entire project simultaneously so as to present UC with a completed solution.
- D. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
Answer: A
NEW QUESTION 53
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report is a Summary or Matrix report.
- B. The report contains a chart.
- C. The report chart is added to the Page Layout.
- D. The report has a standard Report Type.
- E. The report is shared with a Chatter Group.
Answer: A,B,C
NEW QUESTION 54
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- B. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- C. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
Answer: B
NEW QUESTION 55
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