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- Question 111
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Question 111/176
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has
been tasked with improving sales for the premier support offering. What key metrics can be expected to
improve following the CTI implementation? (Choose 2)
Currently, the company handles only existing customers with support issues. The contact center manager has
been tasked with improving sales for the premier support offering. What key metrics can be expected to
improve following the CTI implementation? (Choose 2)
Correct Answer: A,B
- Question List (176q)
- Question 1: Universal Containers 'IT policy prevents third-party softwar...
- 3 commentQuestion 2: A Service Manager has recently implemented Salesforce Knowle...
- Question 3: UC is initiating a program to improve customer satisfaction....
- Question 4: Customer Support Agents are frustrated with how they interac...
- 2 commentQuestion 5: Universal Health Service is setting up Knowledge in its cont...
- 2 commentQuestion 6: Universal Containers wants to create a process to verify tha...
- Question 7: Universal Containers wants to deploy the Service Cloud to it...
- Question 8: Using Import Wizard, how many Asset records can you import a...
- Question 9: Universal Containers is implementing an entitlement process ...
- 2 commentQuestion 10: Universal Containers wants articles to be suggested to agent...
- 2 commentQuestion 11: Which capabilities of the console can the company use to hel...
- 2 commentQuestion 12: Universal Containers is implementing a Knowledge Base and wa...
- Question 13: Universal Containers is implementing Salesforce Knowledge fo...
- Question 14: Which two configuration steps are required before quick acti...
- Question 15: Why would customer upgrade from self-service to customer por...
- 2 commentQuestion 16: Universal Containers has recently implemented a Customer Com...
- Question 17: Universal Containers (UC) added a channel to the Service Clo...
- 3 commentQuestion 18: Universal Containers is experiencing system timeouts when ru...
- Question 19: What is a benefit of a customer community? Choose 2 answers....
- Question 20: All of the following objects may have a queue EXCEPT:...
- Question 21: In the telesales contact center, Universal Containers has th...
- Question 22: Universal Containers wants to import articles from a previou...
- Question 23: UC has a three-tiered contact center. Cases are routed to Ti...
- 2 commentQuestion 24: A case has not been closed even after 30 days, but those cas...
- 1 commentQuestion 25: A company has these requirements for dealing with Cases: - H...
- 4 commentQuestion 26: Universal Containers wants customers to have the ability to ...
- Question 27: KCS (knowledge centered support) what is it? Choose 2 Answer...
- Question 28: UC is creating an inbound customer support contact center to...
- Question 29: Which two advantages does Salesforce provide with the OpenCT...
- 1 commentQuestion 30: Universal Containers wants to notify Support Managers when a...
- Question 31: In the telesales contact center, Universal Containers has th...
- Question 32: Business Users have requested that the salesforce administra...
- 2 commentQuestion 33: Support Managers have requested the ability to provide real-...
- Question 34: Universal Containers is using the Lightning Service Console ...
- Question 35: The Service Manager at Universal Containers is concerned tha...
- Question 36: UC's support team requires its customers to submit their sup...
- 1 commentQuestion 37: From any queue list view, users can take ownership of one or...
- 1 commentQuestion 38: Universal containers want to identify potential delays in th...
- Question 39: A company has implemented Salesforce Service Cloud. The comp...
- 2 commentQuestion 40: Which two solutions should Universal Containers consider to ...
- 1 commentQuestion 41: Universal Containers wants to deploy Live Agent as a new sup...
- Question 42: To help Service Agents more accurately respond to Cases, Uni...
- 1 commentQuestion 43: Field engineers often need to access current inventory level...
- 1 commentQuestion 44: The Support Manager at Universal Containers wants to improve...
- 2 commentQuestion 45: As part of a new Salesforce Knowledge implementation, Univer...
- Question 46: Universal Containers Executives want to see contact center m...
- Question 47: Customer Community to provide customers with a self-service ...
- Question 48: Due to a recent product recall, Universal Containers has exp...
- Question 49: UC has two customer service contact centers and each focuses...
- Question 50: Universal Containers assigns its contact center agents to ce...
- Question 51: Universal Containers plans to migrate data into SFDC from a ...
- 1 commentQuestion 52: Univeral Containers is designing a contact center that will ...
- 1 commentQuestion 53: Universal Containers needs to ensure it is staffing enough a...
- Question 54: Which feature of Salesforce Knowledge can be leveraged to cr...
- Question 55: Open CTI allows Advanced Administrators and Developers to em...
- Question 56: Universal Containers assigns its contact center agents to ce...
- Question 57: Universal Containers had tech support and general customer t...
- Question 58: What key metric should a contact center manager use to evalu...
- 3 commentQuestion 59: Universal Containers (UC) hired in an expansion of the conta...
- 2 commentQuestion 60: Universal Containers is implementing a CTI solution for its ...
- 4 commentQuestion 61: Universal Containers (UC) is developing a strategy for suppo...
- Question 62: Which statements are true regarding a prebuilt Salesforce co...
- Question 63: The Service Manager at universal Containers manages three te...
- Question 64: Universal Containers wants to help customers resolve issues ...
- Question 65: A company receives support requests through a variety of ema...
- 2 commentQuestion 66: Universal Containers Call Center Agents have limited visibil...
- Question 67: Case escalation rules triggered on the last modification wil...
- Question 68: Universal containers is implementing salesforce knowledge an...
- Question 69: A customer calls the service desk at Universal Containers. T...
- Question 70: Universal Containers is using the Lightning Service Console ...
- Question 71: UC's service center needs to provide support for a new produ...
- 2 commentQuestion 72: Universal containers is planning to provide different levels...
- Question 73: An outsourced contact center is losing part-time agents to a...
- 1 commentQuestion 74: Universal Containers wants to create a process to verify tha...
- Question 75: Universal container support manager wants to share product s...
- Question 76: The Support Manager at Universal Containers has determined t...
- Question 77: Universal Containers support manager wants to share product-...
- Question 78: Universal Containers requires that a case is logged for ever...
- Question 79: Universal Containers wants to display a history of all of to...
- Question 80: A consultant is working on a Service Cloud implementation wi...
- 1 commentQuestion 81: Universal Containers (UC) created a new mobile app that enab...
- Question 82: What key metric should a contact center manager use to evalu...
- Question 83: Universal Containers requires that a case status be updated ...
- 2 commentQuestion 84: Universal Containers wants to ensure the contracted service ...
- Question 85: Universal Containers initiates cases based on electronic tra...
- Question 86: Which three processes are uses case for Visual Workflow? Cho...
- Question 87: Universal Containers had tech support and general customer t...
- Question 88: Customer support agents want the ability to view customer re...
- Question 89: Universal containers has implemented salesforce knowledge an...
- 2 commentQuestion 90: A contact center was unable to assign cases by case type bef...
- 1 commentQuestion 91: Agents at Universal Containers are required to update the ca...
- Question 92: Which document should be created to support the initial plan...
- Question 93: Customers can contact Universal Appliances to report problem...
- Question 94: Universal Containers' contact center would like to measure a...
- Question 95: UC has completed development and testing of its Service Clou...
- Question 96: A manager has noticed an increase in average case age. This ...
- 1 commentQuestion 97: Universal containers is trying to reduce the amount of time ...
- Question 98: Universal Containers has an upcoming maintenance window wher...
- 3 commentQuestion 99: Universal Containers is trying to reduce the amount of time ...
- Question 100: Universal Containers requires a scheduling solution that wil...
- Question 101: An outsourced contact center is losing part-time agents to a...
- 2 commentQuestion 102: A company wants to publish knowledge articles to its custome...
- Question 103: Universal containers contact center is experiencing increase...
- 1 commentQuestion 104: Universal Containers customers are encouraged to submit web ...
- 3 commentQuestion 105: The cost of service for Universal Containers' contact center...
- Question 106: Universal Containers wants to provide its five million custo...
- Question 107: Universal Containers (UC) wants customers to be notified by ...
- 4 commentQuestion 108: Metrics show that Universal Containers has a high call aband...
- Question 109: Universal Containers wants to deploy Live Agent as a new sup...
- Question 110: Which contact center type is most likely to implement Inform...
- 2 commentQuestion 111: Universal Containers is implementing a CTI solution for its ...
- Question 112: Auto Response rules work on which objects?...
- Question 113: Which two capabilities of Lightning Knowledge ensure accurat...
- 1 commentQuestion 114: Universal containers want to identify potential delays in th...
- Question 115: A consultant needs to import 2,000 source articles for a Sal...
- Question 116: Universal containers is implementing salesforce knowledge an...
- Question 117: Universal Containers implemented Salesforce Knowledge two mo...
- 1 commentQuestion 118: The Universal Container's customer support organization has ...
- Question 119: Universal containers contact center is experiencing increase...
- Question 120: Universal Containers recently deployed a Salesforce Knowledg...
- Question 121: Universal Containers is trying to reduce the amount of time ...
- 2 commentQuestion 122: Universal Containers wants to measure the efficiency of its ...
- Question 123: The support manager at universal containers has noticed an i...
- Question 124: The contact center at Universal Containers offers support th...
- Question 125: Universal Containers is preparing to implement Service Cloud...
- Question 126: Universal Containers 'IT policy prevents third-party softwar...
- Question 127: Universal containers wants to implement Omni channel within ...
- Question 128: Universal Containers has a policy that requires all email tr...
- Question 129: The Service Manager at universal Containers manages three te...
- 4 commentQuestion 130: Universal Containers has built a custom Visualforce page cal...
- Question 131: Universal Containers wants to display a list of open cases, ...
- Question 132: The lifecycle of a Knowledge article consists of five stages...
- Question 133: At Universal Containers, a support agent dedicated to one cu...
- Question 134: Universal Containers assigns its contact center agents to ce...
- Question 135: What is a business continuity challenge in a cloud-based con...
- Question 136: Universal Containers would like to provide their contact cen...
- Question 137: Which document should be created to support the initial plan...
- Question 138: UC is in the process of implementing Service Cloud. In which...
- Question 139: Universal Containers wants to track customer satisfaction (C...
- Question 140: Universal Containers is exploring ways to provide its custom...
- Question 141: What solution should a consultant recommend while designing ...
- Question 142: Universal containers is in the process of setting up a busin...
- Question 143: What are benefits of deploying Knowledge in a high volume Se...
- 1 commentQuestion 144: Universal Containers wants to provide its customers with mor...
- Question 145: What metrics should a contact center manager consider to mea...
- Question 146: Universal Containers is implementing the Salesforce Service ...
- 2 commentQuestion 147: Universal Container wants to measure the efficient of its Co...
- 1 commentQuestion 148: What process is a use case for Visual workflow? Choose 3 ans...
- Question 149: Universal Containers wants to reduce the clicks a Customer S...
- Question 150: Univeral Containers is designing a contact center that will ...
- 4 commentQuestion 151: Universal Containers recently rolled out a Salesforce Knowle...
- Question 152: Support process: escalation queue if not responded in 2 hour...
- Question 153: Universal Containers CFO is looking for ways to reduce conta...
- Question 154: Universal Containers' support management team has noticed an...
- Question 155: Universal Containers purchased Knowledge and would like to i...
- Question 156: What should a consultant recommend to ensure chat requests c...
- Question 157: To manage the publishing lifecycle for articles in Salesforc...
- Question 158: Using standard case management capabilities, what can be ema...
- Question 159: The VP of Service at Universal Containers wants to make it e...
- Question 160: UC has completed development and testing of its Service Clou...
- Question 161: Universal Containers wants to implement Knowledge to assist ...
- Question 162: UC wants to reduce incoming support phone call volume. What ...
- Question 163: What solution should a consultant recommend while designing ...
- Question 164: A Knowledge administrator has created an article for a promo...
- Question 165: A Service Consultant has been asked to design a solution for...
- Question 166: Which solution can be used to improve call deflection?...
- Question 167: Universal Containers would like to provide their contact cen...
- Question 168: Universal Containers wants to shorten the average call time ...
- Question 169: A customer-submitted case is routed to a service desk agent ...
- 1 commentQuestion 170: A Service Manager has just configured Live Agent at a compan...
- Question 171: Case escalation rules triggered on the last modification wil...
- Question 172: UC is initiating a program to improve customer satisfaction....
- Question 173: A customer is planning a Service Cloud implementation. The c...
- Question 174: The Universal Containers Contact Center has Customer Support...
- Question 175: Universal Containers is changing their case management syste...
- Question 176: Universal Containers has a single contact center that handle...
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Recent Comments (The most recent comments are at the top.)
If you purchase premier support you expect to have your issue resolved in the first call.
I think A&D are correct.
With CTI you will attend the customer more efficiently, because CTI will automate caller information with pop ups so you will have less hold time, inquirys will be solved faster and in cause of this Average handle time will be improved and Abandon rate because you will have more Agent disponibility.