Free ADX261 Exam Braindumps
Service Cloud Administration in Lightning Experience Questions 6–10 (page: 3)

A manager would like information on the knowledge base searches conducted by customers and call center agents.
Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
· Agents need to collaborate with other teams.
· The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?