Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

• A.Omni Channel
• B.Process Builder Assignment
• C.Case Assignment Rules
• D.Live Agent

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A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers

• A.Approval Processes
• B.Support Processes
• C.Record Types
• D.Support Types

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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.Average handle time
• C.Firstcall resolution
• D.Average days to close

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Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

• A.Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
• B.Set up IVR with an automated responsefor customers affected by the recall to defect calls.
• C.Set up a customer survey for customers calling in to identify the severity and impact of the recall.
• D.Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

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A Contact Center Manager is implementing a new customer care program and wants to specifically measure
customer loyalty.
Which measure can satisfy this requirement?

• A.Customer Engagement Score
• B.Customer Satisfaction
• C.Service-Level Measure
• D.Net Promoter Score

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