Summer Sale Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: ecus65

Salesforce ADM-261 - Service Cloud Administration (SU24)

Salesforce ADM-261 Premium Access     Download Demo    
Page: 7 / 11
Total 354 questions

UniversalContainers initiates cases based on electronictransmissions from power units. The case management process is as follows:

A work order is submitted to a field service team to perform a technical review.

After the technical review is closed, an agent needsto contact the customers to review the activities.

Cases can only be closed after the customer review has been completed.

Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.

Which three aspects should the consultant consider to meet these requirements?

Choose 3 answers

A.

Account team relationship to the primary contact

B.

Case closure rules on the original case

C.

Work order and customer contact escalation requirements

D.

Visibility and access to thework order records

E.

Total number of account and contact records in the database

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.

Whatfunctionality should a consultant recommend to satisfy the UC's need?

A.

omni Channel

B.

Contact Request

C.

Field Service

D.

Mobile Connect

Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

A.

ChatQueue-based routing

B.

Case Skills-based Assignment Rules

C.

Omni-channel Queue-based routing

D.

Omni-channel Skills-based routing

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

A.

Service level agreement

B.

First call resolution

C.

Average handle time

D.

Customer satisfaction survey

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A.

Enable article customization for open cases.

B.

Enable agents to create their own personal articles.

C.

Enable suggested articles on new cases.

D.

Enable article submission during case close.

E.

Create an email template to send articles as PDFattachments.

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A.

All open Cases by Priority

B.

All open cases by Channel

C.

All Cases closed Month-to-date

D.

Case resolution time

E.

All Cases by Customer

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A.

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

B.

It is an intermediarybetween a telephony system and a Salesforce CRM call center user

C.

It utilizes the SoftPhone capability from within the Salesforce application

D.

It allows voicemails to be captured and stored as attachments on cases

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

A.

Comment Search Component

B.

Comments List View

C.

Global Search

D.

Search Utility Component

UC has a three-tiered contactcenter.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A.

Create a case report to show all casesacross tiers filtered by an escalation flag.

B.

Create an approval process to ensure only the appropriate cases get escalated.

C.

Create a case report to show the number of cases for each tier and sort them by case owner.

D.

Create a custom trigger to generate history when cases get escalated between tiers.

The Universal Containerscontact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers

A.

Average call handle time by team

B.

Number of cases created using portal

C.

Number of cases closed by a self-service user

D.

Number of IVR inquiries without agent involvement