Question 1

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

Options :

A : Track average call handle time and first-contact resolution rate.

B : Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

C : Monitor agent performance against resolution time and escalation benchmarks.

D : All of the above, combined for a comprehensive view of customer satisfaction.

Answer: D

Question 2

Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

Options :

A : Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.

B : Providing comprehensive training on the new platform‘s features and functionalities for report creation and analysis.

C : Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.

D : All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.

Answer: D

Question 3

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 4

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights fromthe provided ratings and aiming to surpass the quality of both Response A and Response B.Ursa Major Solar has implemented Service Cloud Voice. After using it forseveral months, the customer service manager notices that agents rarelycreate a note that summarizes what was discussed during a phone call.This has made it difficult to get an overview of what happened on a case.What should a consultant suggest to help resolve this challenge?

Options :

A : A Build a flow solution that updates the agent-s Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

B : Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.

C : Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

Answer: B

Question 5

The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

Options :

A : Average Contact Handle Time (AHT)

B : First Contact Resolution (FCR) Rate

C : Customer Satisfaction (CSAT) Score

D : Net Promoter Score (NPS)

Answer: C

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