Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

• A.Ability to enforce service levels with the time-dependent processes
• B.Ability to determine if a customer has escalated a case in the past
• C.Ability to specify unique service levels for each customer
• D.Ability to prompt callers for the service contract number within IVR menus

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A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?

• A.Customer Satisfaction
• B.Net Promoter Score
• C.Customer Engagement Score
• D.Service-Level Measure

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KCS (knowledge centered support) what is it? Choose 2 Answers

• A.Standard for managing customer support and delivery
• B.Method for social media management
• C.Process for creating and maintaining knowledge
• D.Share knowledge with the business partners

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