Salesforce ADX261 Exam Syllabus - Flexible ADX261 Learning Mode

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q136-Q141):

NEW QUESTION # 136
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
B. Set up a Salesforce Customer Community that will allow customers to create cases online.
C. Set up analytical snapshots to capture key case information and create historical trending reports.
D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Answer: B,D

NEW QUESTION # 137
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

A. Schedule adherence
B. Quality monitoring score
C. Agent utilization
D. Number of calls offered

Answer: A,C

NEW QUESTION # 138
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Install an adapter from AppExdiange to work with third-party CTI systems.
B. Enable Live Agent in their community to chat with an agent.
C. Assign the correct Salesforce users to the Call Center.
D. Create a softphone layout and assign to user profiles.
E. Assign the Salesforce CTI license to Salesforce users.

Answer: A,C,D

NEW QUESTION # 139
A client's Support Call Center has seen an increase in call volume on a new product 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?

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

Answer: D

NEW QUESTION # 140
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

A. Add multiple ELSE IF blocks after the IF block
B. Add conditional logic to the instructions
C. Add a formula block to the macro
D. Create a formula to build the macro logic around

Answer: C,D

NEW QUESTION # 141
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