A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

1. A. Number of calls offered
2. B. Agent utilization
3. C. Quality monitoring score
4. D. Schedule adherence

Correct Answer: BD

universal containers is implementing a customer community using the customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

1. A. Define article types with sharing settings
2. B. Enable suggested artciels in the community
3. C. Utilize topic tags for each product type
4. D. Set the visibility to the data categories

Correct Answer: C

Milestones can be added to which two Object types? Choose 2 answers

1. A. Account
2. B. Work Order
3. C. Last
4. D. service

Correct Answer: BC

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

1. A. Create a macro to send an email with the article to the customer.
2. B. Create a workflow email alert to send the article to the customer.
3. C. Create an auto-response rule to send the article to the customer.
4. D. Create a Lightning email template to send the article to the customer.

Correct Answer: D

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

1. A. Configure Process Builder
2. B. Activate a Validation Rule
3. C. Define Case Escalation Rules
4. D. Create a Case Macro

Correct Answer: D