Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

• A.New cases opened by account channel
• B.Time spent by account year-to-date
• C.High priority cases opened by account month-to-date
• D.Escalated cases by account month-to-date

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Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

• A.Use case auto-response rules to send an email to support managers within one hour of case creation.
• B.Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
• C.Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
• D.Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

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Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

• A.Align agent performance goals with KPIs
• B.Train support agents
• C.Reduce the cost per call
• D.Hire additional support agents

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Which method can be used to route cases from social channels?

• A.Enable Social Network Profile and add assignment rules to the case object.
• B.Enable Social Customer Service and add assignment rules to the case object.
• C.Enable Social Network Profile and add workflow rules to the contact object.
• D.use Twitter-to-case and add workflow rules to the case object.

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

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

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