A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?

• A.Verify that users are assigned the chat user profile.
• B.Verify that users have access to the chat public group.
• C.Verify that users have access to the chat buttons.
• D.Verify that users are assigned the chat feature license.

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What process is a use case for Visual workflow? Choose 3 answers

• A.Cross-self promotions for representatives
• B.Assignment of email to a case queue based on subject
• C.Decision-based troubleshooting for representatives
• D.Caller verification and creation of a new case
• E.Field validation during case creation

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UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

• A.Automatic call distributor and interactive voice response
• B.Agent skill-based routing and predictive dialer
• C.Average handling time and first call resolution time
• D.Workforce management and customer satisfaction score

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The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

• A.Ask sales reps to respond to support Cases.
• B.Limit Customers to 5 Cases per day.
• C.Provide a self-help Customer Community.
• D.Add more support phone lines.

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The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

• A.Number of Knowledge articles created each month.
• B.Number of cases created using Communities by month.
• C.Number of cases closed by self-service users.
• D.Average call handle time by team.

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