An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers

• A.Opportunities per channel
• B.Number of sales queues
• C.Number of leads created
• D.Average queue time per agent
• E.Cost per call

Comment: *

Name: *

Email: *

Verification: *

Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

• A.Employ surveys to confirm customer satisfaction.
• B.Increase the number of agents.
• C.Enable templates for written responses.
• D.Improve the agent interface.

Comment: *

Name: *

Email: *

Verification: *

Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and
requires quick iterations and a speedy project completion. UC has requested frequently project updates for
check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

• A.Agile
• B.Waterfall
• C.Kanban
• D.Force.com IDE

Comment: *

Name: *

Email: *

Verification: *

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

Comment: *

Name: *

Email: *

Verification: *

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

• A.Change Sets
• B.Mass Transfer Records
• C.Data Loader
• D.Data Import Wizard

Comment: *

Name: *

Email: *

Verification: *