A manager would like information on the knowledge base searches conducted by customers and call center
agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

• A.Knowledge search query with no results.
• B.Knowledge articles with the lowest rating.
• C.Knowledge articles created by call center agents.
• D.Number of knowledge articles in each data category.

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Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process
for support agents to survey customers when cases are closed?

• A.Utilize an AppExchange package to handle customer surveys
• B.Modify the user interface settings for the case survey sidebar
• C.Create a validation rule for case survey email templates
• D.Enable the case survey object for the customer portal

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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?

• A.Create a list view report that includes fields for call center location, agent, calendar month, and first-call
  resolution.
• B.Create a joined report that includes fields for call center location, agent, calendar month, and first-call
  resolution.
• C.Create a reporting snapshot that includes fields for call center location, agent, calendar month, and
  first-call resolution.
• D.Create a matrix report that includes fields for call center location, agent, calendar month, and first-call
  resolution.

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Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has
been tasked with improving sales for the premier support offering. What key metrics can be expected to
improve following the CTI implementation? (Choose 2)

• A.First call resolution
• B.Average days to close
• C.Abandon rate
• D.Average handle time

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Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

• A.Custom related list
• B.Custom report
• C.Customer view of case tab
• D.Custom Visual force page

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