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Free Salesforce ADM-261 Exam Braindumps (page: 15)

Page 15 of 90
PDF with 355 Questions

The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

  1. Skills -based routing
  2. Private branch exchange
  3. Workforce management
  4. Interactive voice response

Answer(s): A



Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould a consultant recommend?

  1. Activate Knowledge One within the Salesforce Console for Service.
  2. Create a Knowledge Visualforce component on the case detail page.
  3. Activate Knowledge One on the case detail page.
  4. Create a Knowledge Visualforce component within the Salesforce Console for Service.

Answer(s): A



Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

  1. Contact Salesforce to send a report on article efficacy.
  2. Send out a monthly survey to customers requesting feedback.
  3. Install Knowledge Base Dashboards and Reports AppExchange package.
  4. Create a group of super users that will evaluate and manage articles.

Answer(s): C



Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

  1. Customer view of case tab
  2. Custom Visual force page
  3. Custom report
  4. Customrelated list

Answer(s): B



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