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  5. ADM-261

Free ADM-261 Exam Braindumps (page: 47)

Page 47 of 90
PDF with 355 Questions

What is a common deflection technique to reduce the number of interactions for a contact center? (Choose 2).

  1. Recommend articles during a call for a support agent
  2. Suggest articles for a web-to-case question
  3. Suggest articles for an email-to-case question
  4. Recommend articles prior to a Live Agent session

Answer(s): B,D



Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

  1. Omni Channel
  2. Process Builder Assignment
  3. Live Agent
  4. Case Assignment Rules

Answer(s): A



Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? (Choose 2)

  1. Optimize queries to reduce thescope of Cases included with each search.
  2. Create a data retention plan that archives or purges Cases at regular intervals.
  3. Ask contact center managers to review data each quarter to possibly delete.
  4. Write an Apex trigger that deletes one case eachtime a new case is created.

Answer(s): A,B



Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the consultant suggest?

  1. On-Demand Email-to-case
  2. Standard email to case
  3. Web to case forms
  4. Omni channel routing

Answer(s): A



Page 47 of 90



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