QUESTION: 13 Exam Topic: 1 Pool A (Main)

A client's Support Call Center has seen an increase in call volume on a newproduct 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?

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

Answer(s): A

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QUESTION: 14 Exam Topic: 1 Pool A (Main)

UC wants to implement a Knowledge management process withthe following requirements:
It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product.
How should a consultant recommend that Knowledge be configured? (Choose 3).

Configure workflow rules for each data category
Configure article types for each kind of content
Define approval processes for eacharticle type
Define approval processes for each product
Configure data category values for each product

Answer(s): A,B,E

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QUESTION: 15 Exam Topic: 1 Pool A (Main)

UC has a three-tiered contact center.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.
How can UC measure case escalation?

Create a case report to show all cases across tiers filtered by an escalation flag.
Create an approval process to ensure only the appropriate cases get escalated.
Create a case report to show the number of cases for each tier and sort them by case owner.
Create a custom trigger to generate history when cases get escalated between tiers.

Answer(s): A

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QUESTION: 16 Exam Topic: 1 Pool A (Main)

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options areavailable with Email-to-Case? (Choose 2)

Only one inbound email address can be used for Email-to-Case
Follow-up emails and attachments related to a case are attached to the case
Assignment, escalation, and workflow rules are processed on inboundemails
Follow-up emails related to a case will update the case comments

Answer(s): B,D

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QUESTION: 13 Exam Topic: 1 Pool A (Main)

QUESTION: 14 Exam Topic: 1 Pool A (Main)

QUESTION: 15 Exam Topic: 1 Pool A (Main)

QUESTION: 16 Exam Topic: 1 Pool A (Main)