QUESTION: 1
A company frequently has issues with customers that need complex, hands-on technical
support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these
restrictions?

A. Customer Community
B. Field Service Lightning
C. SOS Video Chat
D. Salesforce Knowledge

Answer(s): C
QUESTION: 2
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on
prospects that have been routed to them. Which metric should UC consider when designing the
contact center? Choose 2 answers.

A. Number of outbound calls per day
B. Number of closed cases
C. Number of lead referrals
D. Number of attempts to contact

Answer(s): A, D
QUESTION: 3
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.

Which three metrics should the Manager use to access the ROI?

Choose 3 answers

A. Average queue time per agent
B. Number of leads created
C. Opportunities per channel
D. Cost per call
E. Number of sales queues

Answer(s): B, C, D
QUESTION: 4
Which three processes are uses case for Visual Workflow? Choose 3 answers

A. Cross-sell promotions for agents
B. Decision-based troubleshooting for agents
C. Assignment of email to a case queue based on subject
D. Caller verification and creation of a new case
E. Field validation during case creation

Answer(s): A, B, D
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