A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable.Which three metrics can be used to help executive management understand service center costs? (Choose three.)
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 two.)
Universal Containers wants to allow customers the ability to submit cases and also to see a dashboard of case resolution history.Which type of Community license should be used to meet these requirements?
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.Which three features could be implemented to support this? (Choose three.)
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console.Which configuration option should be verified?
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?
