UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

• A.Number of outbound calls per day
• B.Number of attempts to contact
• C.Number of closed cases
• D.Number of lead referrals

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The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

• A.Optimize the customer community for mobile devices to have access to the same support as desktops.
• B.Enforce that customers must search the knowledgebase before they can see the Contact Us page.
• C.Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
• D.Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
• E.Create a central "Contact Us" page which provides access to all available channels.

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Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

• A.On-Demand Email-to-Case
• B.Standard Email-to-Case
• C.Web-to-Case forms
• D.Omni-Channel routing

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Universal Containers is experiencing system timeouts when running case reports. What should a consultant
recommend to improve the performance of the reports? Choose 2 answers.

• A.Remove date boundaries from filter criteria.
• B.Remove formula fields from filter criteria.
• C.Remove unnecessary columns from the reports.
• D.Remove dashboards based on long-running reports.

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UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

• A.Visual Workflow, data loader, and Force.com IDE
• B.Data loader, change sets, and Force.com Excel Connector
• C.Force.com migration tool, Force.com IDE, and change sets
• D.Mass Transfer Records, change sets, and Force.com migration tool

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