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Salesforce Service Cloud Administration Sample Questions (Q20-Q25):

NEW QUESTION # 20
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A. Live Agent
B. Web -to -Case
C. Community
D. Chatter Questions

Answer: C,D

NEW QUESTION # 21
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

A. Average Number of days to close cases
B. Number of cases escalated
C. Number of open cases per day
D. Number of Closed caseson first call
E. Number of new customers added

Answer: A,B,C

NEW QUESTION # 22
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

A. Configure Omni-Channel Routing Model as MostAvailable.
B. Configure Omni-Channel Routing Model as Least Active.
C. Configure Case Assignment Rules to use Users.
D. Configure Case Assignment Rules to use Queues.

Answer: A

NEW QUESTION # 23
Why would customer upgrade from self-service to customer portal (Choose 3)?

A. Access to custom objects
B. Better reporting
C. Simpler and easier to configure
D. Branded site

Answer: A,B,D

NEW QUESTION # 24
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers acrossmultiple Territories.
What solution should a consultant recommend?

A. Salesforce Mobile App
B. Lightning Console
C. Employee Community
D. Field Service Lightning

Answer: D

NEW QUESTION # 25
......

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ADM-261 Test Questions Answers, ADM-261 Exam Quizzes

ADM-261 Exam Quizzes, ADM-261 Cert Exam

Salesforce Service Cloud Administration Sample Questions (Q20-Q25):

Salesforce ADM-261 Exam Questions - Pass With Confidence!

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