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NEW QUESTION 38
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to
Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read
historical cases.
Which product and license type would meet all of these requirements?

• A. Force.com Sites with Knowledge and Email-to-Case
• B. Visualforce and Self-Service Portal
• C. Force.com Sites with Knowledge and Web-to-Case
• D. Force.com Sites and High-Volume Customer Portal

Answer: D

NEW QUESTION 39
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

• A. Make contact center representatives accessible 24/7 to distribute the call volume.
• B. Redirect users from the company site to social media forums about the products.
• C. Make knowledge base articles and community answers accessible on its website.
• D. Hire contact center representatives that specialize in each of the product categories.

Answer: C

NEW QUESTION 40
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

• A. Telemarketing center
• B. Information Technology (IT) help desk
• C. Telesales center
• D. Human Resources (HR) help desk

Answer: B

NEW QUESTION 41
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

• A. Quality monitoring score
• B. Number of calls offered
• C. Agent utilization
• D. Schedule adherence

Answer: C,D

NEW QUESTION 42
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

• A. Knowledge Article Usage
• B. Number of Portal Logins per Day
• C. Average Call Handle Time
• D. Cases by Support Channels
• E. Escalated Calls

Answer: A,B,D

NEW QUESTION 43
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