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Question 38/176
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
Correct Answer: A
- 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.)
I think it's D. Because if they want to measure it right now, the average case stage duration won't give information about a potential delay, rather the open cases by reason will.