The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

• A.Time to Answer
• B.Average Handle Time
• C.Service-Level Agreements
• D.First Call Resolution

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The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?

• A.Email-to-Case
• B.Chat with an agent
• C.Knowledge base

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Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

• A.Define a data category called FAQ and assign category visibility to users in the contact centre role.
• B.Create an FAQ article type and enable the submit articles feature on the case close page layout.
• C.Create an FAQ article type and configure theenable suggested articles option in support settings.
• D.Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

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Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

• A.Use Process Builder for notifications and case teams to monitor cases.
• B.Use Process Builder for notifications and account teams to monitor cases.
• C.Use escalation rules for notifications and account teams to monitor cases.
• D.Use escalation rules for notifications and case teams to monitor cases.

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Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems.
Which solution should a consultant recommend for integration?

• A.Utilize Apex with integrated External Objects.
• B.Utilize an AppExchange integration package.
• C.Utilize MuleSoft to integrate the systems.

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