Salesforce ADM-261 Value Pack (Frequently Bought Together)

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

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

A) Implement team productivity dashboards.
B) Enable templates for written responses.
C) Offer supports through Facebook and twitter.
D) Streamline the agent interface.

2. Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization(RMA) and/or Field Service Request (FSR). The original caseCANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should UniversalContainers consider when designing the solution? Choose 3 answers

A) Visibility and access to the RMAand FSR records
B) Relationship to the primary contact
C) Case closure rules on the original case
D) Average incoming case volume
E) RMA and FSR escalation requirements

3. Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

A) Information Technology (IT) help desk
B) Telemarketing center
C) Telesales center
D) Human Resources (HR) help desk

4. Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A) Average handle time
B) First contact resolution
C) Escalation rate
D) Averagespeed to answer

5. 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

A) Lightning Row for Service
B) Lightning Process Builder
C) Interaction Log
D) Path for Cases

Solutions: