Online Access Free ADM-261 Practice Test

The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

• A.Create a report using the Case historical trending report type
• B.Create a report using the Case Lifecyle report type
• C.Create a report using the Case snapshot report type
• D.Create a report using the Case age report type

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

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

Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

• A.Entitlements
• B.Case Escalation
• C.Omni-Channel
• D.Case Milestones

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

• A.The report contains a chart.
• B.The report hasa standard Report Type.
• C.The report chart is added to the Page Layout.
• D.The report is a Summary or Matrix report.
• E.The report is shared with a Chatter Group.

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

• A.Limit Customers to 5 Cases per day.
• B.Provide a self-help Customer Community.
• C.Ask sales reps to respond to support Cases.
• D.Add more support phone lines.