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NEW QUESTION 49
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

• A. Align agent performance goals with KPIs
• B. Hire additional support agents
• C. Train support agents
• D. Reduce the cost per call

Answer: A,C

NEW QUESTION 50
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

• A. Configure LiveMessage
• B. Create quick actions
• C. Deploy Pre-Chat form
• D. Activate quick test

Answer: C,D

NEW QUESTION 51
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

• A. On-Demand Email-to-Case
• B. Omni-Channel routing
• C. Standard Email-to-Case
• D. Web-to-Case forms

Answer: C

NEW QUESTION 52
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

• A. Embedded Chat Window
• B. Social Customer Service
• C. Contact Requests
• D. Open CT1

Answer: A

NEW QUESTION 53
......

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