Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

• A.Set up a Salesforce Customer Community that will allow customers to create cases online.
• B.Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
• C.Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
• D.Set up analytical snapshots to capture key case information and create historical trending reports.

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Universal Containers' contact center would like to measure and communicate case escalation rates to
management. Which solution should a consultant recommend to meet this requirement?

• A.Create a formula field on the case record to calculate percentage of escalated cases
• B.Create a bucket field on a report to calculate the percentage of escalated cases
• C.Create a daily snapshot report of all cases and calculate percentage of escalated cases
• D.Create a case report with a custom summary formula to calculate the percentage of escalated cases

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Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

• A.Deploy based on the number of trainers available
• B.Migrate case data and deploy to all users at office
• C.Deploy in phases using countries as pilots
• D.Migrate agents to Force.com Connect Offline during deployment

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The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

• A.Average call handle time by team
• B.Number of IVR inquiries without agent involvement
• C.Number of cases closed by a self-service user
• D.Number of cases created using portal

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A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the
same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B
and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater
consistency in average time spent by agents across the team? Choose 3 answers:

• A.Document and share the practices of Agent A with the team via knowledge articles
• B.Update case assignment rules to route more cases to Agent A
• C.Lower the target for entire team to that of Agent A
• D.Build a dashboard to display individual performance by agent versus the team goal
• E.Review case history and activities for Agents B and C

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