UC is creating an inbound customer support contact center to handle questions about using its products. What
should be considered when designing the contact center?

• A.Agent skill-based routing and predictive dialer
• B.Workforce management and customer satisfaction score
• C.Average handling time and first call resolution time
• D.Automatic call distributor and interactive voice response

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Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

• A.Allows customers to search a knowledge base.
• B.Allows customers the ability to collaborate
• C.Allows customers to customize reports and dashboards
• D.Allows customers to customize their user interface

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Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?

• A.Data Category Visibility
• B.Data Category Groups
• C.Article Translation
• D.Chatter Answers

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A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)

• A.Set the organization-wide default to private and create sharing rules for the FAQ article type
• B.Hide the Article Management tab for users who should have read-only access to articles.
• C.Enable the Manage Articles permission for the publisher profile and assign it to users
• D.Create a publisher profile that includes create access on the FAQ article type.

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Which metric influences customer satisfaction? Choose 2 answers

• A.Firstcall resolution
• B.Call quality
• C.Cost per call
• D.After call work

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