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  5. ADM-261

Free ADM-261 Exam Braindumps (page: 43)

Page 43 of 90
PDF with 355 Questions

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? (Choose 3)

  1. Increased call deflection
  2. Increased call routing accuracy
  3. Reduced issue resolution time
  4. Reduced support channels
  5. Optimized useof resources

Answer(s): C,D,E



The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend? (Choose 2)

  1. Customer community
  2. Knowledge base
  3. Service cloud console
  4. Automatic call distribution

Answer(s): A,B



If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

  1. Enable Omni-Channel Case assignment
  2. Defineseparate Record Types for Tier 1 and Tier 2
  3. Implement Lightning Guided Engagement
  4. Configure a Visual Flow Troubleshooting Action

Answer(s): C,D



Universal Containers is setting up a field service dispatchcontact center. Which functionality should be considered when designing the contact center? (Choose 2)

  1. Chatter groups for customer
  2. Mobile access to case information
  3. Visibility into service entitlements
  4. Predictive dialer for outbound calls

Answer(s): B,C



Page 43 of 90



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