A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

1. A. customer satisfaction Survey
2. B. Customer Purchase History
3. C. Customer Support Requests
4. D. Net promoter Score
5. E. Service Level Agreement

Correct Answer: ABD

Which three tasks should be included in a business continuity plan for a contact center? Choose three answers

1. A. Route cases to agents in an alternate center.
2. B. Disable the Interactive Voice Response system.
3. C. Deliver training on case handling for contingent staff.
4. D. Update the case status field values.
5. E. Monitor service level agreements (SLAs) and notify customers.

Correct Answer: ACE

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

1. A. Assign a global team of experienced agents and leaders to create a common design template and report structure.
2. B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
3. C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
4. D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

Correct Answer: A

Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

1. A. Enable Omni Channel in Setup.
2. B. Assign Users to the Omni Channel Feature License.
3. C. Assign Users to Omni Channel permissions.
4. D. Contact Salesforce to have Omni Channel enabled.

Correct Answer: A

Which method can be used to route cases from social channels?

1. A. use Twitter-to-case and add workflow rules to the case object.
2. B. Enable Social Customer Service and add assignment rules to the case object.
3. C. Enable Social Network Profile and add workflow rules to the contact object.
4. D. Enable Social Network Profile and add assignment rules to the case object.

Correct Answer: B