A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

• A.Service level agreement
• B.First call resolution
• C.Average handle time
• D.Customer satisfaction survey

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A client's Support Call Center has seen an increase in call volume on a new product line. The agents are
having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

• A.Configure Omni-channel to assign cases directly to Tier 2.
• B.Create Knowledge Articles and publish internally and publicly.
• C.Create a dashboard to track and manage call volumes by type.
• D.Configure IVR routing to bypass Tier 1 for the product line.

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A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

• A.Add the entitlement contacts related list to account records
• B.Add the assets related list to contact records
• C.Add the service contract related list to contact records
• D.Add the entitlements related list to contact records

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Universal Containers 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 Studio Code and change sets
• B.Data loader, change sets, and Force.com Excel Connector
• C.Mass Transfer Records, change sets, and Visual Studio Code
• D.Visual Workflow, data loader, and Force.com IDE

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Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

• A.Entitlement processes, contract line items, milestones, and entitlements
• B.Entitlement processes, milestones, milestone actions, and entitlements
• C.Entitlement processes, contracts, milestones, and milestone actions
• D.Entitlement processes, contracts, contract line Items, and entitlements

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