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)

• A.Abandon rate
• B.First call resolution
• C.Average handle time
• D.Average days to close

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Universal Containers wants toimplement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

• A.Reduced issue resolution time
• B.A knowledge article life cycle that evolves based on usage and demand
• C.A knowledge article life cycle that is implementedcorrectly the first time and does not need to change
• D.Reduced first contact resolution

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Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?

• A.Embedded Chat Window
• B.Contact Requests
• C.Social Customer Service
• D.Open CT1

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Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

• A.On the Highlights Panel of a Primary tab
• B.On anew tab in the agent's browser
• C.On the left sidebar of Salesforce Classic
• D.On the footer of the Lightning Console

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Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?

• A.Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
• B.Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
• C.Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
• D.Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

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