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ADM-261 Exam Dumps - Service Cloud Administration (SU24)

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Question # 9

Which three features should a Consultant recommend to allow a customer to resolve issues throughself-service? Choose 3 answers

A.

Customer Community

B.

Web -to -Case

C.

Live Agent

D.

Knowledge Base

E.

Chatter Answers

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Question # 10

Which metric influences customer satisfaction? Choose 2 answers

A.

After call work

B.

Cost per call

C.

First call resolution

D.

Call quality

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Question # 11

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A.

Create a custom web service to handle invoice inserts and updates from the billing system

B.

Create a custom tab of type URL that displays a search page from the billing system

C.

Import payment data into Salesforce and add to the contact page layout related list

D.

Create a Visualforce page that retrieves payment information via a Web Service call-out

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Question # 12

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A.

They are members of that Queue

B.

They have a Contact Manager Profile

C.

If the OWD for sharing cases is Public Read/Write/Transfer

D.

They are higher in the Role Hierarchy than a Queue Member

E.

All of the above

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Question # 13

What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

A.

Streamline the agent interface.

B.

Enable templates for written responses.

C.

Offer supports through Facebook and twitter.

D.

Implement team productivity dashboards.

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Question # 14

Universal Containers is implementing acall center using CTI (Computer-telephony integration).

Which three items, at a minimum, must be implemented and deployed to ensure success?

Choose 3 answers

A.

Configure call center definition

B.

Deploy Call Center Directory

C.

Install CTI adapterusing open CTI

D.

Configure IVR auto response

E.

Assign users to a call center

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Question # 15

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A.

The specific Quick Action must be added to the Case Feed.

B.

Global Actions need to be on the publisher layout.

C.

The specific Quick Action must be added to the Case record page.

D.

Quick Actions must be enabled in the org.

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Question # 16

Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A.

Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

B.

Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

C.

Configure the agent console and display the articles, case view, and external system custom object

D.

Create a custom Visualforce page to display case list view, external system, and knowledge articles

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