QUESTION: 121 Exam Topic: 1 Pool A (Main)

The Universal Containers Contact Center hasCustomer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

Case Auto -Response Rules
Omni -Channel
Case Assignment Rules
Visual Workflow

Answer(s): B

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QUESTION: 122 Exam Topic: 1 Pool A (Main)

How should a consultant providesuggested article functionality to lightning service console users?

Add the suggested article widget to the case page layout.
Add the knowledge component to the service console.
Create email templates with knowledge articles attached.
Add theknowledge tab to the console app.

Answer(s): B

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QUESTION: 123 Exam Topic: 1 Pool A (Main)

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

Assign a global team of experienced agents and leaders to create a common design template and report structure.
Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.
Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

Answer(s): A

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QUESTION: 124 Exam Topic: 1 Pool A (Main)

The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS)in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.

Which two should the company do to address this situation? (Choose 2)

Measure and reward agents basedon the number of new articles submitted for approval.
Measure and reward agents based on the number of new articles approved for publication.
Create a dashboard that includes articles submitted by agents and approved for publication.
Require agents to check a box on the case when submitting a new suggested article.

Answer(s): A,C

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Free ADM-261 Exam Braindumps (page: 31)

QUESTION: 121 Exam Topic: 1 Pool A (Main)

QUESTION: 122 Exam Topic: 1 Pool A (Main)

QUESTION: 123 Exam Topic: 1 Pool A (Main)

QUESTION: 124 Exam Topic: 1 Pool A (Main)