Question 1

The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

Options :

A : Customer Acquisition Cost (CAC)

B : Agent Resolution Rate

C : Average Cost per Case (CPAC)

D : Employee Turnover Rate

Answer: C

Question 2

The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).Ursa Major Solar is advised by a consultant to utilize ContinuousIntegration (Cl) during its Contact Center implementation project. However, some of the stakeholders are notfamiliar with it and are questioning the benefits it yields.What should the consultant outline as the advantage of a Cl process to thecustomer?

Options :

A : Organizes source development into package directories

B : Ensures application quality before any corrupt change can get into the Source..

C : Creates and deletes package versions in each testing environment

Answer: B

Question 3

The best dashboard in Service Analytics for UC's service reportrequirement is Sidebar-By Customer.Universal Containers (UC) has a requirement to create a service report thatcontains 50 object references. Which steps should UC take to achieve this?

Options :

A : Create 10 service reports Select the objects Combine the service reports

B : Create a custom report type Select four object relationships Select adal from extra objects

C : Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report

Answer: B

Question 4

The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

Options :

A : Case Volume Deflection Rate

B : Customer Effort Score (CES)

C : Number of Knowledge Base Articles Viewed

D : Web Chat Engagement Rate

Answer: A

Question 5

The customer values user adoption and training. Which element should be prioritized in the implementation plan?

Options :

A : Extensive technical documentation and configuration guides.

B : Comprehensive change management and communication strategy.

C : End-to-end user training programs and support resources.

D : Development and testing of core functionalities before focusing on user experience.

Answer: C

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