The contact center at Universal Containers offers support through phone, email, public website, and an Experience Cloud site. 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 two.)
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.Which two solutions should a Consultant recommend? (Choose two.)
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.Which two steps should be completed to meet this request? (Choose two.)
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.Which reporting solution should be recommended?
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?
Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.What solution should a consultant recommend?
