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Question 1/49

The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers

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Other Question (49q)
Q1. The Universal Containers contact center offers support through phone, email, public websit...
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Q11. Universal Containers wants to deploy the Service Cloud to its contact centers located acro...
Q12. Universal Containers wants to implement a customer service community. The goal of the comm...
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Q14. Universal Containers (UC) wants to automate the process of case creation. While conducting...
Q15. vp of service at universal containers wants to make it easier and faster for support reps ...
Q16. As part of a new Salesforce Knowledge implementation, Universal Containers would like to m...
Q17. After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ a...
Q18. Universal Containers has been testing an updated Service Console in a sandbox and is ready...
Q19. A client's Support Call Center has seen an increase in call volume on a new product line. ...
Q20. universal containers receives partner data in excel format.the excel data is all text ,but...
Q21. The Vice President (VP) of Customer Support for Universal Containers has issued a mission ...
Q22. A Service Representative transfers a Live Agent Chat to another Representative. Which two ...
Q23. A manager would like information on the knowledge base searches conducted by customers and...
Q24. A manager has noticed an increase in average case age. This is negatively impacting custom...
Q25. Which search mechanism should be used to find case comments from within the lightning serv...
Q26. Universal Containers (UC) hired in an expansion of the contact center. Getting agents up t...
Q27. UC has created permission sets granting access to object and fields in one of its sandboxe...
Q28. what should a consultant recommend to ensure chat request contain enough infomration for c...
Q29. Ursa Major Solar cells highly technical products that require specific expertise for confi...
Q30. Service Console users work on dozen of cases at one time, and often need to update a case ...
Q31. Universal Containers wants to implement a customer service site. The goal of the site is t...
Q32. to help service agents more accurately respond to cases universal containers wants a list ...
Q33. Universal Containers requires a scheduling solution that will allow Managers to coordinate...
Q34. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose ...
Q35. Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How sh...
Q36. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Whi...
Q37. Universal containers is trying to reduce the amount of time support agents spend creating ...
Q38. A Contact Center Manager is implementing a new customer care program and wants to specific...
Q39. Universal Containers support management team has noticed an increase in wait times over th...
Q40. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise ...
Q41. Universal Containers (UC) receives partner data in Excel format. The Excel data is all tex...
Q42. Universal Containers has completed development and testing of its Service Cloud implementa...
Q43. Universal Containers' support management team has noticed an increase in wait times over t...
Q44. Which two areas can an Administrator make Open CTI features available to users when buildi...
Q45. The Support Manager at Universal Containers is getting inaccurate agent performance report...
Q46. A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases ...
Q47. Universal Containers recently implement Service Cloud. The Support Manager notices that ca...
Q48. the support manager at universal containers wants to see monthly historical metrics for fi...
Q49. Universal Containers wants to implement best practices for its customer support teams and ...