Question: 1
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
Question: 2
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
Question: 3
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
Question: 4
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?
Question: 5
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
