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NEW QUESTION 39
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Optimized use of resources
- B. Increased call deflection
- C. Reduced support channels
- D. Reduced issue resolution time
- E. Increased call routing accuracy
Answer: A,C,D
NEW QUESTION 40
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Schedule adherence
- B. Agent utilization
- C. Quality monitoring score
- D. Number of calls offered
Answer: A,B
NEW QUESTION 41
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case Assignment Rules to use Queues.
- B. Configure Omni-Channel Routing Model as Least Active.
- C. Configure Omni-Channel Routing Model as Most Available.
- D. Configure Case Assignment Rules to use Users.
Answer: C
NEW QUESTION 42
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Support Processes
- B. Page Layouts
- C. Article Types
- D. Record Types
- E. Omni-Channel
Answer: A,D,E
NEW QUESTION 43
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
- A. Configure case escalation rules.
- B. Define case auto-response rules.
- C. Estabalish case assignment rules.
- D. Use Flow Builder to create a flow with scheduled path.
Answer: B
NEW QUESTION 44
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