최신Salesforce Service Cloud Administration - ADM-261무료샘플문제
문제1
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by callcenter location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by callcenter location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?
정답: B
문제2
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
정답: C
문제3
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?
정답: C
문제4
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?
정답: A
문제5
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
정답: D
문제6
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
정답: A
문제7
Which metric influences customer satisfaction? Choose 2 answers
Which metric influences customer satisfaction? Choose 2 answers
정답: A,B
문제8
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Communityusers are able to access only their cases online, including cases created by the support team on their behalf over the phone?
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Communityusers are able to access only their cases online, including cases created by the support team on their behalf over the phone?
정답: C
문제9
Which three are characteristics of Visual Workflow? Choose 3 answers
Which three are characteristics of Visual Workflow? Choose 3 answers
정답: A,B,C
문제10
Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
정답: B
문제11
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of- date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of- date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
정답: A
문제12
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
정답: A,D