Question: 1
A system administrator has been asked to create a report for the executive leadership team to share the status of the call center. Which two chart types should be used to graphically display how long a case has been open? Choose 2 answers
Question: 2
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add to appropriate case team to each case Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answer
Question: 3
A Contact Center Manager has recently implemented CTI in the Contact Center. Which three metrics can be impacted due to this implementation? Choose 3 answers
Question: 4
What are the two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
Question: 5
Universal Containers is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. Which solution should a consultant recommend to meet this requirement?
