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| Section | Weight | Objectives |
|---|---|---|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
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| Implementation Strategies | 12% | - Service Cloud Deployment
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| Integrations | 10% | - External System Connectivity
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Knowledge Management | 12% | - Salesforce Knowledge
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| Case Management | 13% | - Case Lifecycle Administration
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Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?
Correct Answer: D 🗳️
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
Correct Answer: B,C,E 🗳️
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
Correct Answer: A,D 🗳️
An outsourced contact center islosing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
Correct Answer: C,D 🗳️
The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
Correct Answer: A,B,E 🗳️
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