UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.

• A.Number of closed cases
• B.Number of outbound calls per day
• C.Number of attempts to contact
• D.Number of lead referrals

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A contact center manager wants to measure the impact of a new customer care program. What can be used to
measure an increase in customer satisfaction? Choose 2 answers.

• A.Service level agreement
• B.Customer satisfaction survey
• C.Average handle time
• D.First call resolution

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UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

• A.Create a custom trigger to generate history when cases get escalated between tiers.
• B.Create an approval process to ensure only the appropriate cases get escalated.
• C.Create a case report to show all cases across tiers filtered by an escalation flag.
• D.Create a case report to show the number of cases for each tier and sort them by case owner.

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UC has completed development and testing of its Service Cloud implementation and plans to migrate
functionality from the sandbox environment to the production environment. What should be used for migration
functionality?

• A.Data loader, change sets, and Force.com Excel Connector
• B.Force.com migration tool, Force.com IDE, and change sets
• C.Visual Workflow, data loader, and Force.com IDE
• D.Mass Transfer Records, change sets, and Force.com migration tool

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UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

• A.Define approval processes for each article type
• B.Configure data category values for each product
• C.Configure workflow rules for each data category
• D.Define approval processes for each product
• E.Configure article types for each kind of content

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