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NEW QUESTION 43
For which purpose should a contact center use visual workflow?
- A. To automate business processes for agents who troubleshoot customer support issues via phone.
- B. To automatically assign cases to a specific queue based on the customer support level.
- C. To escalate a case to the support manager if it has been open for more than 72 hours.
- D. To assign follow-up tasks to an agent one week after a case is closed.
Answer: A
NEW QUESTION 44
Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report displays # of articles associated to data categories during past 2 months
- B. Create a report that display the # of articles searched during the past 2 months
- C. Report that displays # of newarticles created during the past 2 months
- D. Report that displays # of cases with articles attached during the past 2 months
Answer: B,D
NEW QUESTION 45
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggestto meet the agent's requirements?
Choose 2 answers
- A. Add a formula block to the macro
- B. Add conditional logic to the instructions
- C. Add multiple ELSE IF blocks after the IF block
- D. Create a formula to build the macro logic around
Answer: A,D
NEW QUESTION 46
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