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NEW QUESTION 49 Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information. Which type of Community license should be used to meet these requirements?

• A. Partner Community
• B. Company Community
• C. Employee Community
• D. Customer Community

Answer: D   NEW QUESTION 50 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 lead referrals
• B. Number of outbound calls per day
• C. Number of closed cases
• D. Number of attempts to contact

Answer: B,D   NEW QUESTION 51 Universal Telco sells and supports a line of smart phones. The company offers support via phone,email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

• A. Average Call Handle Time
• B. Cases by Support Channels
• C. Knowledge Article Usage
• D. Escalated Calls
• E. Number of Portal Logins per Day

Answer: B,C,E   NEW QUESTION 52 ......