A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

• A.Configure IVR routing to bypass Tier 1 for the product line.
• B.Create Knowledge Articles and publish internally and publicly.
• C.Create a dashboard to track and manage call volumes by type.
• D.Configure Omni-channel to assign cases directly to Tier 2.

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Which three processes are uses case for Visual Workflow? Choose 3 answers

• A.Assignment of email to a case queue based on subject
• B.Decision-based troubleshooting for agents
• C.Cross-sell promotions for agents
• D.Field validation during case creation
• E.Caller verification and creation of a new case

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A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

• A.Document and share the practices of Agent A with the team via knowledge articles
• B.Update case assignment rules to route more cases to Agent A
• C.Build a dashboard to display individual performance by agent versus the team goal
• D.Lower the target for entire team to that of Agent A
• E.Review case history and activities for Agents B and C

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Forwhich purpose should a contact center use Visual Flow?

• A.To automatically assign cases to a specific queue based on the customer support level
• B.To assign follow-up tasks to an agent one week after a case is closed.
• C.To escalate to the support managerif it has been open for more than 72 hours
• D.To automate business processes for agents who troubleshoot customer support issues via phone

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Universal Containers istraining a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurateand to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

• A.Configure Live Agent Supervisor tab and Whisper Messages.
• B.Configure Omni-Channel Supervisor tab and 3rd party access.
• C.Add theLive Agent Component to the Utility bar.
• D.Configure the SOS snap-in for the Lightning Service Console.

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