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  2. Home
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  5. ADM-261

Free ADM-261 Exam Braindumps (page: 36)

Page 36 of 90
PDF with 355 Questions

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

  1. Service level agreement
  2. First call resolution
  3. Average handle time
  4. Customer satisfaction survey

Answer(s): B,D



Universal container support manager wants to share product specific information with their customersusing communities. (Choose 3)

  1. Publish articles to external channels
  2. Assign article types to the communities
  3. Enable public solutions.
  4. Configure content library permissions
  5. Enable article deliveries

Answer(s): A,B,C



Which three processes are uses case for Visual Workflow? (Choose 3)

  1. Cross-sell promotions for agents
  2. Decision-based troubleshooting for agents
  3. Assignment of email to a case queue based on subject
  4. Caller verification and creation of a new case
  5. Field validation during case creation

Answer(s): A,B,D



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

  1. It is a server based software program that controls the behavior of a Salesforce SoftPhone
  2. It is an intermediarybetween a telephony system and a Salesforce CRM call center user
  3. It utilizes the SoftPhone capability from within the Salesforce application
  4. It allows voicemails to be captured and stored as attachments on cases

Answer(s): B,C



Page 36 of 90



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