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Free ADM-261 Exam Braindumps (page: 13)

Page 13 of 90
PDF with 355 Questions

UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? (Choose 2).

  1. Track social sentiment across social media outlets
  2. Improve the training provided to existing agents
  3. Hire more agents for the contact centers
  4. Configure entitlements and milestones to enforce SLAs

Answer(s): B,C



Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

  1. Create a service cloud console to support all channel groupings.
  2. Create an agent profile for each channel grouping.
  3. Create a unique case page layout for each channel grouping.
  4. Create an agent role for each channel grouping.

Answer(s): C



Universal Containers will be launching a telesales contact center. What should be considered in the design? (Choose 2).

  1. Integration with Field service teams and apps
  2. Strategies to maximize call deflection
  3. Performance for high volume of interactions
  4. Integration with Lead Generation team and apps

Answer(s): C,D



Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? (Choose 2)

  1. Service Console Knowledge Components
  2. Service Console Profile Assignments
  3. Data Categories and Article Actions
  4. Data Categories and Article Types

Answer(s): A,D






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