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NEW QUESTION 24
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- B. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- C. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- E. It does NOT require a software install for each call center user on a Windows-based PC.
NEW QUESTION 25
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Entitlements
- B. Interactive Voice Response (IVR)
- C. Workflow Management (WFM)
- D. Automatic Call Distributor (ACD)
- E. Chat log history
NEW QUESTION 26
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue
for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to
completion in Chatter?
- A. Follow the SMEs to receive automatic updates when they add case comments
- B. Bookmark all the comments related to the issue from SMEs
- C. @mention the SMEs on the case Chatter feed and follow the case
- D. Use hashtag (#) to track the customer case and SMEs comments
NEW QUESTION 27