Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

• A.# of articles per agent
• B.# of cases via email
• C.Most popular articles
• D.Total cases created

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Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

• A.Enable Omni Channel by clicking Settings in Setup
• B.Contact Salesforce to have Omni Channel enabled
• C.Assign Users to the Omni Channel Feature License
• D.Assign Users to Omni Channel permissions

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The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection
within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

• A.Automatic Call Distribution
• B.Knowledge Base
• C.Service Cloud Console
• D.Customer Community

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Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

• A.Escalated cases by account month-to-date
• B.New cases opened by account channel
• C.Time spent by account year-to-date
• D.High priority cases opened by account month-to-date

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Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

• A.Keep all open in tabs.
• B.Add History to the Utility bar.
• C.Use a second Console session.
• D.Define a custom List View.

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