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The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answers
A. Customer community
B. Knowledge base
C. Service cloud console
D. Automatic call distribution
ANSWER : A,B
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers
A. Simplify the interactive voice response (IVR) tree.
B. Set up Email-to-Case.
C. Use Assignment rules and case queues.
D. Add additional agents to lower average hold time.
ANSWER : A,D
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
A. Approval Process that assigns an Article to a Reviewer Queue.
B. Knowledge Action to Publish an Article once the Article is approved.
C. Validation Rules for article record types to verify all fields during creation.
D. Data Category to assign an article record type to a Reviewer.
ANSWER : A,D
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information. How should the consultant recommend the report be created?
A. Build a Summary report on Products and Activities.
B. Set up a reporting snapshot of the case, contact and activity objects.
C. Create a Custom Report type with activities as the primary object.
D. Customize the My Teams Calls this week standard report.
ANSWER : D
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the approval process?
B. Assignment rule
C. A Process Builder
D. Validation rule
ANSWER : C