Salesforce Service-Cloud-Consultant Quiz 30 Topic 2 Questions 146-150

Question: 1

Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

AFirst call resolution

BAverage handle time

CUpsell percentage

DCustomer retention

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Question: 2

Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

ARoute cases to agents in an alternate center.

BDisable the Interactive Voice Response (IVR) system.

CDeliver training on case handling for contingent staff.

DUpdate the case status field values.

EMonitor service level agreements (SLAs) and notify customers.

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Question: 3

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

AIt acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

BIt is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

CIt is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

DPrebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

EIt does NOT require a software install for each call center user on a Windows-based PC.

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Question: 4

Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

AAnswers can be exposed to partner portal users

BExternal users can subscribe to Answers

CEscalate a question to a case

DKnowledge articles can be created from Answers

ESelect best answers for questions.

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Question: 5

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

AFirst contact resolution rate

BNumber of total cases handled

CTotal number of solutions created by agent

DAverage number of knowledge articles published

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Salesforce Service-Cloud-Consultant Quiz:30 Topic:2 Questions:146-150