Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

• A.Create a case report with a custom summary formula to calculate the percentage of escalated cases
• B.Create a formula field on the case record to calculate percentage of escalated cases
• C.Create a bucket field on a report to calculate the percentage of escalated cases
• D.Create a daily snapshot report of all cases and calculate percentage of escalated cases

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Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

• A.Percent of cases closed with chatter posts
• B.Percent of cases closed on first contact
• C.Percent of cases closed with an attached article
• D.Percent of cases closed meeting the defined SLA

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All of the following objects may have a queue EXCEPT:

• A.Cases
• B.Accounts
• C.Custom Objects
• D.Leads

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A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

• A.Case resolution time
• B.All open Cases by Priority
• C.All Cases closed Month-to-date
• D.All open cases by Channel
• E.All Cases by Customer

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Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

• A.An outbound message to a middleware platform to provide map details
• B.A Web Service call-out that retrieves map details from the backend system
• C.A mashup integration on the Account page to a third-party mapping service
• D.A custom tab of type URL that displays a map image of customer location

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