CompTIA
Checkpoint
ISC
HP
Dell
EC-Council
EXIN
Fortinet
ITIL®
Juniper
PMI
Microsoft
VMware
Avaya
Google
Salesforce
Amazon
Palo Alto Networks
Certiport
ISC2
All Vendors
  2. Home
  3. Exams
  4. Salesforce
  5. ADM-261

Free ADM-261 Exam Braindumps (page: 5)

Page 4 of 90
PDF with 355 Questions

A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

  1. Create Knowledge Articles and publish internally and publicly.
  2. Configure IVR routing to bypass Tier 1 for the product line.
  3. Configure Omni-channel to assign cases directly to Tier 2.
  4. Create a dashboard to track and manage call volumes by type.

Answer(s): A



UC wants to implement a Knowledge management process withthe following requirements:
It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product.
How should a consultant recommend that Knowledge be configured? (Choose 3).

  1. Configure workflow rules for each data category
  2. Configure article types for each kind of content
  3. Define approval processes for eacharticle type
  4. Define approval processes for each product
  5. Configure data category values for each product

Answer(s): A,B,E



UC has a three-tiered contact center.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.
How can UC measure case escalation?

  1. Create a case report to show all cases across tiers filtered by an escalation flag.
  2. Create an approval process to ensure only the appropriate cases get escalated.
  3. Create a case report to show the number of cases for each tier and sort them by case owner.
  4. Create a custom trigger to generate history when cases get escalated between tiers.

Answer(s): A



Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options areavailable with Email-to-Case? (Choose 2)

  1. Only one inbound email address can be used for Email-to-Case
  2. Follow-up emails and attachments related to a case are attached to the case
  3. Assignment, escalation, and workflow rules are processed on inboundemails
  4. Follow-up emails related to a case will update the case comments

Answer(s): B,D






Post your Comments and Discuss Salesforce ADM-261 exam with other Community members:

ADM-261 Discussions & Posts