What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

• A.Bypass entitlement verification
• B.Use suggested Knowledge articles
• C.Use integrated voice response
• D.Increase the Call-to-Order ratio

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Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

• A.Assign users to a Permission Set granting the Service User license.
• B.Assign users the Service User license on their User record.
• C.Assign users to a Public Group with access to the service console app.
• D.Assign users to a Permission Set with access to the service console app.

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What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

• A.Periodic maintenance windows
• B.System software restore after an outage
• C.Highly available telecom solution
• D.Server hardware infrastructure rebuilds

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Which support channel requires the smallest amount of agent work time?

• A.Web self service
• B.Web to case
• C.Email to case
• D.Chat

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Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

• A.Custom indexes
• B.Record types
• C.Custom search
• D.Divisions
• E.Tiered data strategy

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