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

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Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

• A.Use Assignment rules and case queues.
• B.Set up Email-to-Case.
• C.Add additional agents to lower average hold time.
• D.Simplify the interactive voice response (IVR) tree.

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

• A.Average number of knowledge articles published
• B.Number of total cases handled
• C.Total number of solutions created by agent
• D.First contact resolution rate

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Which three tasks should be included in a business continuity plan for a contact center? Choose three answers

• A.Update the case status field values.
• B.Route cases to agents in an alternate center.
• C.Deliver training on case handling for contingent staff.
• D.Monitor service level agreements (SLAs) and notify customers.
• E.Disable the Interactive Voice Response system.

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Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

• A.Web-to-Case forms
• B.Standard Email-to-Case
• C.On-Demand Email-to-Case
• D.Omni-Channel routing

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