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NEW QUESTION 50
For which purpose should a contact center use visual workflow?

• A. To automatically assign cases to a specific queue based on the customer support level.
• B. To assign follow-up tasks to an agent one week after a case is closed.
• C. To escalate a case to the support manager if it has been open for more than 72 hours.
• D. To automate business processes for agents who troubleshoot customer support issues via phone.

Answer: D

NEW QUESTION 51
Universal Containersrequires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

• A. Workflow rules
• B. Auto-response rules
• C. Escalation rules
• D. Case teams

Answer: A,D

NEW QUESTION 52
Support Managers have requested the ability to provide real-time feedback to Agents duringcustomer chat sessions.
What feature should a consultant configure to meet this requirement?

• A. Omni-channel Supervisor
• B. Push Notifications
• C. Next Best Actions
• D. Case Feed

Answer: A

NEW QUESTION 53
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?

• A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
• B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
• C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
• D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Answer: C

NEW QUESTION 54
Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

• A. Configure Omni-Channel with Least Active Routing
• B. Configure Omni-Channel withMost Available Routing
• C. Configure Case Assignment Rules
• D. Configure Live Agent Skills-based Routing

Answer: B

NEW QUESTION 55
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