Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric
should the CFO monitor to reach the budget goals? (Choose 2)

• A.First call resolution
• B.Customer retention
• C.Upsell percentage
• D.Average handle time

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The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

• A.Number of cases closed by self-service users.
• B.Average call handle time by team.
• C.Number of cases created using Communities by month.
• D.Number of Knowledge articles created each month.

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Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

• A.Use Flow Builder to create a flow with scheduled path.
• B.Estabalish case assignment rules.
• C.Define case auto-response rules.
• D.Configure case escalation rules.

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The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

• A.Create an article action for each record type and assign them to each team based on their product specialization
• B.Create a permission set for each record type and assign them to each team based on their product specialization
• C.Create a data category for each product and assign them to each team bases on their product specialization
• D.Create a page layout for each article type and assign them to each team based on their product specialization

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Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

• A.Case Auto-Response
• B.Chat
• C.Facebook Messaging
• D.Escalation Rules

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