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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 20% | - Lightning Knowledge setup
|
| Topic 2: Self-Service and Communities | 10% | - Experience Cloud setup
|
| Topic 3: Analytics and Reporting | 10% | - Service-specific reports
|
| Topic 4: Integration and Automation | 5% | - Third-party integrations
|
| Topic 5: Omni-Channel Routing | 15% | - Setup and configuration
|
| Topic 6: Service Cloud Console | 15% | - Console configuration
|
| Topic 7: Case Management | 25% | - Support processes and record types
|
Support process: escalation queue if notresponded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
Universal Containers is training a new set of Service Reps. Part of the training includes handling LiveAgent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
Due to arecent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
A contact center manager is looking for ways tooverall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
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