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NEW QUESTION 45
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers

• A. Interactive Voice Response (IVR)
• B. Automatic Call Distributor (ACD)
• C. Workflow Management (WFM)
• D. Chat log history
• E. Entitlements

Answer: B,C

NEW QUESTION 46
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much
time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

• A. Lightning Guided Engagement
• B. Macros
• C. Visual Workflow
• D. Quick Text

Answer: B,D

NEW QUESTION 47
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

• A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call
  resolution.
• B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and
  first-call resolution.
• C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call
  resolution.
• D. Create a joined report that includes fields for call center location, agent, calendar month, and first-call
  resolution.

Answer: A

NEW QUESTION 48
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

• A. # of cases via email
• B. # of articles per agent
• C. Most popular articles
• D. Total cases created

Answer: C,D

NEW QUESTION 49
......

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