Free Access Salesforce.ADM-261.v2022-02-24.q125 Practice Test (Page 8)

Question 31

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A.Assign the Salesforce CTI license to Salesforce users.

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

C.Create asoftphone layout and assign to user profiles.

D.Assign the correct Salesforce users to the Call Center.

E.Install an adapter from AppExdiange to work with third-party CTI systems.

Question 32

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A.SalesforceKnowledge

B.Open CTI

C.Live Agent

D.Salesforce for Twitter

Question 33

UniversalContainers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

A.Activate quick test

B.Deploy Pre-Chat form

C.Create quick actions

D.Configure LiveMessage

Question 34

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A.It does NOT require a software install for each call center user on a Windows-based PC.

B.Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

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

D.It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

E.It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

Question 35

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executivemanagement understand service center costs? Choose 3 answers

A.All open cases by Channel

B.All Cases by Customer

C.All open Cases by Priority

D.All Cases closed Month-to-date

E.Case resolution time

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Question 31

Question 32

Question 33

Question 34

Question 35

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