Free Access Salesforce.ADM-261.v2022-02-24.q125 Practice Test (Page 21)

Question 96

The cost of service forUniversal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A.Create auto-response templates for incoming emails

B.Enable Chatter for agent collaboration

C.Enable Live Agent to handle incoming service inquiries

D.Enable Ideas in a customer portal

Question 97

The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

A.Service-Level Agreements

B.First Call Resolution

C.Average Handle Time

D.Time to Answer

Question 98

UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributingto a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

A.Cross-train agents on both product lines

B.Implement a customer self-service portal

C.Prioritize customer calls based on their SLA

D.Enable agents to transfer calls to other agents

Question 99

Universal Containers is exploring ways to provide its customers with more self-service options inits new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

A.Enable web -to -case on their public website.

B.Enable Live Agent in their community to chat with an agent.

C.Add the Question action to Chatter in the community publisher.

D.Use a community template to set up their customer community.

Question 100

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A.It is an intermediary between a telephony system and a Salesforce CRM call center user

B.It utilizes the SoftPhone capability from within the Salesforce application

C.It is a server based software program that controls the behavior of a Salesforce SoftPhone

D.It allows voicemails to be captured and stored as attachments on cases

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Question 96

Question 97

Question 98

Question 99

Question 100

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