Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers

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