Question: 1
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are
a. How should Knowledge be configured? Choose 2 answers.
Question: 2
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.
Question: 3
When a Self Service Portal User adds a Case Comment the following actions take place:
Question: 4
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
Question: 5
What process is a use case for Visual workflow? Choose 3 answers
