New Year Special Sale Limited Time 70% Discount Offer - Ends in 1d 17h 12m 5s - Coupon code: scxmas70

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

Go to page:
Question # 4

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A.

Use workflow rules to send an email to the customer

B.

Use escalation rules to assign the case to a case queue

C.

Use auto-response rules to send an email to the customer

D.

Use assignment rules toassign the case to a case queue

Full Access
Question # 5

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A.

It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

B.

It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

C.

It is based on the Salesforce CTI Toolkit and consists ofsource code, libraries, and files

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.

Full Access
Question # 6

For which purposeshould a contact center use Visual Flow?

A.

To assign follow-up tasks to an agent one week after a case is closed.

B.

To automatically assign cases to a specific queue based on the customer support level

C.

To escalate to the support manager if it has beenopen for more than 72 hours

D.

To automate business processes for agents who troubleshoot customer support issues via phone

Full Access
Question # 7

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

A.

Document and share the practices of Agent A with the team via knowledge articles

B.

Lower the target for entire team to that of Agent A

C.

Review case history and activities for Agents B and C

D.

Build a dashboard to display individual performance by agent versus the team goal

E.

Update case assignment rules to route more cases to Agent A

Full Access
Question # 8

Which configuration item must be created when implementing Lightning Knowledge?

A.

Record Types

B.

File Types

C.

Attachment Types

D.

Article Types

Full Access
Go to page: