Online Access Free ADM-261 Exam Questions

Which support channel requires the smallest amount of agent work time?

• A.Email to case
• B.Web to case
• C.Webself service
• D.Chat

What is a benefit of a quality monitoring system? Choose 2 answers

• A.Enforce a consistent standard of service for customer interaction
• B.Teach new agents how to handle difficult situations
• C.Capture inappropriate word usage and generate reports
• D.Lower the average speed of answer (ASA)

Which method can be used to route cases from social channels?

• A.use Twitter-to-case and add workflow rules to the case object.
• B.EnableSocial Network Profile and add workflow rules to the contact object.
• C.Enable Social Network Profile and add assignment rules to the case object.
• D.Enable Social Customer Service and add assignment rules to thecase object.

Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

• A.Email Template
• B.Assignment Rule
• C.Email Alert
• D.Workfl
• E.Email Relay

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

• A.Number of article votes
• B.Number of customer ratings
• C.Number of approved articles
• D.Number of archived articles