Salesforce ADM-261 Actual Free Exam Questions & Community Discussion
The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
Which reporting solution should a consultant recommend?
Correct Answer: B
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What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
Correct Answer: B,D
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For which purpose should a contact center use visual workflow?
Correct Answer: B
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UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
Which two features should a consultant integrate into the Service Console? Choose 2 answers
Correct Answer: A,C
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Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers
Correct Answer: C,D
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Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould aconsultant recommend?
Correct Answer: B
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Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
(Choose 2)
Correct Answer: B,D
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Which configuration item must be created when implementing Lightning Knowledge?
Correct Answer: A
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Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
How would a Consultant address this requirement?
Correct Answer: B
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