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NEW QUESTION 42

The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

A. Interactive Voice Response
B. Automatic Call Distributor
C. Time and Attendance
D. Private Branch Exchange

Answer: A

NEW QUESTION 43

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Create an email template to send articles as PDF attachments.
B. Enable article submission during case close.
C. Enable agents to create their own personal articles.
D. Enable suggested articles on new cases.
E. Enable article customization for open cases.

Answer: A,B,D

NEW QUESTION 44

UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?