A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy thisrequirement?

• A.Customer Satisfaction
• B.Net Promoter Score
• C.Service-Level Measure
• D.Customer Engagement Score

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What is a benefit of a quality monitoring system? Choose 2 answers

• A.Capture inappropriate word usage and generate reports
• B.Teach new agents how to handle difficult situations
• C.Lower the average speed of answer (ASA)
• D.Enforce a consistent standard of service for customer interaction

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Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent
chats. Which feature should a Consultant recommend?

• A.Omni-channel Skills-based routing
• B.Omni-channel Queue-based routing
• C.Case Skills-based Assignment Rules
• D.Live Agent Queue-based routing

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Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

• A.Path for Cases
• B.Lightning Guided Engagement
• C.Lightning Flow Component
• D.Service Console Macros

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Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?

• A.Enable the Knowledge sidebar setting in the case support settings.
• B.Enable the Knowledge sidebar related list on the case page layout.
• C.Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
• D.Create a Visualforce page called Knowledge sidebar on the case page layout.

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