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Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs)
to ensure that its customer support
center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
Universal Containers wants to let its customers interact in real time with support agents from their computers
and mobile
devices.
Which feature should a consultant recommend to meet this requirement?
Support managers have requested the ability to provide real-time feedback to agents
during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge
management for its support agents. Several months after the implementation, CK management
notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a
decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
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