Question 66
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?
What is the recommended method for managers to coach agents?
Question 67
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?
Which question should be asked to determine the preferred solution?
Question 68
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
Question 69
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
Question 70
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?