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NEW QUESTION 50
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
- A. Service level agreement
- B. Customer satisfaction survey
- C. First call resolution
- D. Average handle time
Answer: B,C
NEW QUESTION 51
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product article types
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based roles to the associated product data category value
- D. Assign team-based roles to the associated product article types
Answer: C
NEW QUESTION 52
Universal Containers is exploring ways to provide its customers with more self-service options inits new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Use a community template to set up their customer community.
- B. Add the Question action to Chatter in the community publisher.
- C. Enable Live Agent in their community to chat with an agent.
- D. Enable web -to -case on their public website.
Answer: A,B
NEW QUESTION 53
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. @mention the SMEs on the case Chatter feed and follow the case
- B. Use hashtag (#) to track the customer case and SMEs comments
- C. Follow the SMEs to receive automatic updates when they add case comments
- D. Bookmark all the comments related to the issue from SMEs
Answer: A
NEW QUESTION 54
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure Lightning Guided Engagement.
- B. Customize the Lightning Console chat page.
- C. Configure a Live Chat Validation Rule.
- D. Customize the Pre-chat form.
Answer: D
NEW QUESTION 55
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