A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?

• A.Verify that users have access to the Chat buttons.
• B.Verify that users are assigned the Chat user profile
• C.Verify that users are assigned the Chat feature license.
• D.Verify that users have access to the Chat public group.

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UC has two customer service contact centers and each focuses on a specific product line. Each contact center
has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the
cost without compromising customer satisfaction. What can a consultant recommend to accomplish these
objectives? Choose 2 answers.

• A.Prioritize customer calls based on their SLA
• B.Implement a customer self-service portal
• C.Cross-train agents on both product lines
• D.Enable agents to transfer calls to other agents

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A contact center manager wants to measure improvements to operations after the implementation of a new
workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2
answers

• A.Quality monitoring score
• B.Number of calls offered
• C.Schedule adherence
• D.Agent utilization

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A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

• A.Prepare, Plan, Test, Execute, Validate
• B.Plan, Prepare, Test, Execute, Validate
• C.Plan, Prepare, Validate, Execute, Test
• D.Prepare, Plan, Validate, Execute, Test

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Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?

• A.Service Cloud Portal
• B.Partner Community Login
• C.Customer Community Login
• D.High Volume Customer Portal

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