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