- (Exam Topic 2)
An outsourced contact center is losing 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:BD
- (Exam Topic 1)
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
Correct Answer:B
- (Exam Topic 1)
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
Correct Answer:BC
- (Exam Topic 1)
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
Correct Answer:B
- (Exam Topic 2)
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge. Which three statements must be considered?
Choose three answers
Correct Answer:BCE
- (Exam Topic 1)
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
Correct Answer:B