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

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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?

Use workflow rules to send an email to the customer

Use escalation rules to assign the case to a case queue

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

Use assignment rules toassign the case to a case queue

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Question # 5

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

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

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

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

Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

It does NOT require a software install for each call center user on a Windows-based PC.

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Question # 6

For which purposeshould a contact center use Visual Flow?

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

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

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

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

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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:

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

Lower the target for entire team to that of Agent A

Review case history and activities for Agents B and C

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

Update case assignment rules to route more cases to Agent A

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Question # 8

Which configuration item must be created when implementing Lightning Knowledge?

Record Types

File Types

Attachment Types

Article Types