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NEW QUESTION 30 UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

• A. Implement Salesforce Knowledge on a portal
• B. Enable service contracts and entitlements
• C. Implement Service Cloud console to support agents
• D. Leverage Live Agent for web-based chat

Answer: A,D   NEW QUESTION 31 What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

• A. Suggest articles for an email-to-case question
• B. Recommend articles during a call for a support agent
• C. Suggest articles for a web-to-case question
• D. Recommend articles prior to a Live Agent session

Answer: C,D   NEW QUESTION 32 Universal Container wants to measure the efficient of its Contact Center. Which three metrics should the contact center manager analyze?

• A. Average Number of days to close cases
• B. Number of open cases per day
• C. Number of cases escalated
• D. Number of new customers added
• E. Number of Closed caseson first call

Answer: A,B,C   NEW QUESTION 33 ......