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NEW QUESTION # 30
Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?
Answer: A
Explanation:
An autolaunched Flow can automate the approval process for Salesforce Knowledge articles by triggering the submission for approval based on specific criteria, such as article type or category. This method ensures that articles requiring approval are automatically sent through the approval process, reducing the reliance on agents to remember to submit articles manually. It streamlines the publishing workflow, ensuring compliance with Knowledge-Centered Support (KCS) practices and organizational requirements.
NEW QUESTION # 31
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
Answer: B,C
NEW QUESTION # 32
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
Answer: A,B
Explanation:
An interactive voice response (IVR) is a system that allows callers to interact with a phone system using voice or keypad inputs. It can be used to provide information, route calls, or collect data from callers. A call abandonment rate is the percentage of callers who hang up before reaching an agent or completing their interaction with the IVR. To reduce the call abandonment rate, two possible strategies are to simplify the IVR tree and add additional agents to lower average hold time. Simplifying the IVR tree can make it easier and faster for callers to find what they need or reach an agent, reducing their frustration and impatience. Adding additional agents can reduce the queue length and the time callers have to wait on hold, increasing their likelihood of staying on the line. Verified References: [Interactive Voice Response (IVR)] and [Call Abandonment Rate]
NEW QUESTION # 33
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
Answer: D
Explanation:
Adding knowledge component to case record page is a solution that can enable Universal Containers to display a list of relevant knowledge articles on case record page. Knowledge component is a Lightning component that allows agents to search, view, and attach articles to cases from the case record page.
Knowledge component also shows suggested articles based on the case information and the agent's profile.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component_suggested.
htm&type=5
NEW QUESTION # 34
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
Answer: B
Explanation:
Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.
NEW QUESTION # 35
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