Question 56
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
Question 57
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
Which metric should a consultant use to assess the success of the new workforce management system?
Question 58
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?
Which approach should a consultant implement?
Question 59
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in
the order that they are submitted.
Which approach should a Consultant implement?
When new cases come in from the website they should be routed to the support team to work in
the order that they are submitted.
Which approach should a Consultant implement?
Question 60
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
Which strategy should a consultant recommend?