Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

• A.New cases opened by account channel
• B.High priority cases opened by account month-to-date
• C.Escalated cases by account month-to-date
• D.Time spent by account year-to-date

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Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

• A.Allows customers the ability to collaborate
• B.Allows customers to customize reports and dashboards
• C.Allows customers to search a knowledge base.
• D.Allows customers to customize their user interface

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Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

• A.Write an Apex trigger that deletes one case each time a new case is created.
• B.Optimize queries to reduce the scope of Cases included with each search.
• C.Ask contact center managers to review data each quarter to possibly delete.
• D.Create a data retention plan that archives or purges Cases at regular intervals.

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Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

• A.First contact resolution
• B.Escalation rate
• C.Average handle time
• D.Average speed to answer

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The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

• A.Create a dashboard for articles submitted by agents & approved for publication
• B.Require agents to check a box on case when submitting a new suggested article
• C.Measure & reward agents based on the # of new articles submitted for approval
• D.Measure & reward agents based on the # of new articles approved for publication

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