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Question 91/122
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
Correct Answer: D
- Question List (122q)
- Question 1: What should a Consultant recommend to ensure Live Agentchat ...
- Question 2: Universal Containers will be launching a telesales contact c...
- Question 3: Universal Containers needs to improve Customer Satisfaction,...
- Question 4: A Service Consultant has been asked to design a solution for...
- Question 5: Universal Containers plans to migrate its existing knowledge...
- Question 6: Universal Containers Call Center Agents have limited visibil...
- Question 7: Universal Containers is using the Lightning Service Console ...
- Question 8: A company has implemented Salesforce Service Cloud. The comp...
- Question 9: Universal containers has implemented salesforce knowledge an...
- Question 10: A service manager has just configured chat at a company site...
- Question 11: The Service Manager at Universal Containers is concerned tha...
- Question 12: Universal Containers has millions of customers in Salesforce...
- Question 13: Universal Containers wants to implement Knowledge to assist ...
- Question 14: Universal Containers (UC) wants customers to be notified by ...
- Question 15: If youdelete a case, which two also get deleted? (Choose two...
- Question 16: The contact centermanager at Universal Containers is concern...
- Question 17: Universal Containers wants to provide its resellers a secure...
- Question 18: After migrating from Knowledge to Lightning Knowledge, Autho...
- Question 19: Case escalation rules triggered on the last modification wil...
- Question 20: Universal Containers wants to letits customers interact real...
- Question 21: Universal Containers' contact center manager needs to measur...
- Question 22: Universal Containers wants to allow customers to ability to ...
- Question 23: A contact center manager wants to measure the impact of a ne...
- Question 24: Universal Containers is implementing an entitlement process ...
- Question 25: A Company sells two products, each with its own maintenance ...
- Question 26: Universal Containers wants to display a list of open cases, ...
- Question 27: Universal containers is migrating from classic knowledge to ...
- Question 28: Universal Health Service is setting up Knowledge in its cont...
- Question 29: A contact center agent wants to leverage subject matter expe...
- Question 30: A consulting firm has been retained to implement a new Servi...
- Question 31: Milestones can be added to which three object types? Choose ...
- 1 commentQuestion 32: Universal Containers (UC) hired in an expansion of the conta...
- Question 33: Universal Containers wants to offer its customers interactiv...
- Question 34: Which support channel requires the smallest amount of agent ...
- Question 35: UC must provide contact center agents with access to a custo...
- Question 36: In the telesales contact center, Universal Containers has th...
- Question 37: Universal containers want to identify potential delays in th...
- Question 38: The contact center at universal containers wants toincrease ...
- Question 39: Universal Containers is planning to provide different levels...
- 1 commentQuestion 40: Which solution can be used to improve call deflection?...
- Question 41: Universal Containers requires that users have the ability to...
- Question 42: Support engineers need to see a complete chronological list ...
- Question 43: Universal Containers wants to implement a new web presence t...
- Question 44: A Service Manager has just configured Live Agent at a compan...
- 1 commentQuestion 45: A company is changing its case management system to Salesfor...
- Question 46: Universal containers hasimplemented salesforce service cloud...
- Question 47: Universal Containers Executives want to see contact center m...
- Question 48: Thelifecycle of a Knowledge article consists of five stages....
- Question 49: The Universal Containerscontact center offers support via em...
- Question 50: Universal Containers wants to deploy the Service Cloud to it...
- Question 51: Why would customer upgrade from self-service to customer por...
- Question 52: Which technology will allow a client to enable ideas on a pu...
- 1 commentQuestion 53: UniversalContainers' agents often need to access the same ca...
- Question 54: Universal Containers allows Agents to work remotely using a ...
- 1 commentQuestion 55: Universal Containers is considering a Knowledge-Centered Sup...
- Question 56: The Service Desk at Universal Containers is considering impl...
- Question 57: A consultant is working on a Service Cloud implementation wi...
- 1 commentQuestion 58: Which statements are true regarding a prebuilt Salesforce co...
- Question 59: Universal Containers recently implement Service Cloud. The S...
- Question 60: Universal Containers is implementing Salesforce Knowledge fo...
- Question 61: What is the primary function of a private branch exchange (P...
- Question 62: UC is in the process of implementing ServiceCloud. In which ...
- Question 63: A company has a requirement to keep all emails behind their ...
- Question 64: UC has discovered that the average time an agent takes to re...
- Question 65: An Inside Sales Contact Center Manager would like to assess ...
- Question 66: The Universal Containers' customer support organization has ...
- Question 67: Universal Containers purchased Knowledge and would like to i...
- 1 commentQuestion 68: Which two capabilities of Lightning Knowledge ensure accurat...
- Question 69: If a Case cannot be resolved after Tier 1 has performed thei...
- Question 70: The Universal Containers sales team has been sosuccessful in...
- Question 71: Universal Containers (UC) wants to schedule for repair servi...
- 1 commentQuestion 72: The Universal Containers support center management team woul...
- 1 commentQuestion 73: The Support Manager at UniversalContainers wants to improve ...
- Question 74: A team of publishers hascreated and published articles in Sa...
- Question 75: Universal Containers wants to track customer satisfaction (C...
- 1 commentQuestion 76: Universal Containers wants articles to be suggested to agent...
- Question 77: Universal containers customer support management wants to pr...
- Question 78: What are benefits of deploying Knowledge in a high volume Se...
- Question 79: Universal Containers is using the Service Cloud Console for ...
- Question 80: A consultant has been hired to integrate a client's phone sy...
- Question 81: Universal Containers CFO is looking for ways to reduce conta...
- Question 82: Support agents need to verify that customers are eligible to...
- 1 commentQuestion 83: Universal Containers wants to be able to assign Cases based ...
- Question 84: What is a benefit of a quality monitoring system? Choose 2 a...
- Question 85: Universal Containers (UC) is updating theService Cloud conso...
- Question 86: Due to a recent product recall, Universal Containers has exp...
- Question 87: Which method can be used to route cases from social channels...
- Question 88: What is a recommended way to migrate data from an external s...
- Question 89: Universal Containers email policy requires that all email tr...
- Question 90: What key metric should a contact center manager use to evalu...
- 1 commentQuestion 91: The manager of a large credit card contact center needs to u...
- Question 92: Universal Container's customers like speaking to a live supp...
- Question 93: Which Statement is true regarding Salesforce Chatter Answers...
- Question 94: Universal Containers has determined that case list views are...
- Question 95: Universal containers wants to assign support agents to handl...
- Question 96: Which of the following utilize the "Automated Case User" (Ch...
- Question 97: Universal Containers has implemented Service Cloud in its ca...
- Question 98: Universal Containers would like to implement Omni Channel wi...
- 1 commentQuestion 99: Universal Containers is trying to reduce the amount of time ...
- Question 100: Universal Banking needs to provide a public knowledge base o...
- Question 101: Universal Containers recently deployed a Salesforce Knowledg...
- Question 102: Universal Containers needs to customize Salesforce to improv...
- Question 103: Universal containers wants to provide its 20 million custome...
- Question 104: Universal containers uses social media to monitor new trends...
- Question 105: Universal Containers wants to reduce incoming support phone ...
- Question 106: Universal Containers has basicfield service requirements and...
- Question 107: Universal Containers wants to provide its five million custo...
- Question 108: Support process: escalation queue if not responded in 2 hour...
- Question 109: UniversalContainers has a service level agreement (SLA) with...
- Question 110: What is the capability of case feed?...
- Question 111: KCS (knowledge centered support) what is it? Choose 2Answers...
- Question 112: Universal Containers support manager wants to share product-...
- Question 113: Universal Containers would like to provide their contact cen...
- Question 114: What is a benefit of a customer community? Choose 2 answers....
- Question 115: Which two solutions can be used to enable agents to manage m...
- Question 116: Universal Containers 'IT policy prevents third-party softwar...
- Question 117: Which two configuration steps are required before Quick Acti...
- Question 118: One business unit at Universal Containers has been using Ser...
- Question 119: UC wants to reduce incoming support phone call volume. What ...
- Question 120: Universal Containers is setting up a field service dispatchc...
- Question 121: Universal containers would like to implement a solution to h...
- Question 122: The Universal Container's customer support organization has ...
Recent Comments (The most recent comments are at the top.)
It is C: An Automatic Call Distributor (ACD) is a telephony system that manages incoming calls and distributes them to the appropriate agents or departments. It typically tracks various call metrics, including the number of calls received, call distribution to agents, and call routing information.