Salesforce Service-Cloud-Consultant Quiz 12 Topic 3 Questions 56-60

Question: 1

Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

ACreate a bucket field on a report to calculate the percentage of escalated cases

BCreate a case report with a custom summary formula to calculate the percentage of escalated cases

CCreate a formula field on the case record to calculate percentage of escalated cases

DCreate a daily snapshot report of all cases and calculate percentage of escalated cases

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Question: 2

Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

ANumber of open cases per day

BNumber of new customers added

CNumber of closed cases on first call

DAverage number of days to close cases

ENumber of cases escalated

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Question: 3

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

AAllows Chatter Messenger to be used between agents

BDisplays records and their related items as tabs on one screen

CIs available for users in the partner portal

DIndicates when records and lists are changed by others

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Question: 4

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

ARemove formula fields from filter criteria.

BRemove unnecessary columns from the reports.

CRemove date boundaries from filter criteria.

DRemove dashboards based on long-running reports.

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Question: 5

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

Salesforce Service-Cloud-Consultant Quiz:12 Topic:3 Questions:56-60