Free Salesforce ADM-261 Practice Test & Real Exam Questions
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
Correct Answer: A
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Universal Containers CFO is looking for ways to reducecontact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
Correct Answer: A,B
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Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
Which two configuration should a consultant use when deploying the console?
Correct Answer: C,D
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What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?
Correct Answer: A
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Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers
Correct Answer: B,D
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What is the primary function of a private branch exchange (PBX)?
Correct Answer: D
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Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
Correct Answer: A,B,D
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What are two benefits of deploying Knowledge in Customer Communities?
Correct Answer: B,C
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Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
Correct Answer: D
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In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
Correct Answer: B,D
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Using standard case management capabilities, what can be emailed to a customer as a PDFattachment?
Correct Answer: D
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UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
Correct Answer: D
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Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers
Correct Answer: B,D
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