The New ADM-261 2023 Updated Verified Study Guides & Best Courses [Q61-Q75]

QUESTION 61
Universal Containers’ customer support management wants to provide proactivecommunications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

QUESTION 62
What are three considerations when adding a report chart to aConsole Component? Choose 3 answers

QUESTION 63
UniversalContainers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

QUESTION 64
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them.Which metric should UC consider when designing the contact center? Choose 2 answers.

QUESTION 65
Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

QUESTION 66
Universal Containers wants to be able toassign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

QUESTION 67
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

QUESTION 68
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken beforeperforming the migration of the data (Choose 2)?

QUESTION 69
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers

QUESTION 70
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

QUESTION 71
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

QUESTION 72
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

QUESTION 73
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

QUESTION 74
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

QUESTION 75
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers