Free Access Salesforce.ADM-261.v2022-08-07.q120 Practice Test (Page 14)

Question 61

Which native Service Cloud solution is used for case satisfaction surveys?

A.Check the survey option in the case settings

B.Enable the case survey auto-response rule

C.Create a Web-to-case form with a custom case typeof survey

D.Enable the case survey option on the case object

Question 62

Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)

A.Is available for users in the partner portal

B.Indicates when records and lists are changed by others

C.Displays records and their related items as tabs on one screen

D.Allows Chatter Messenger to be used between agents

Question 63

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A.Omni-Channel Supervisor tab

B.Omni-Channel Utility Component

C.Cases report sorted by Rep and Case CreatedDate

D.Cases report sorted by Rep and Case Owner

Question 64

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A.Create a report using the case lifecycle report type.

B.Create a report usingthe case historical trending report type.

C.Create a report using the case snapshot report type.

D.Create a report using the case age report type.

Question 65

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

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

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

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

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

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

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Question 61

Question 62

Question 63

Question 64

Question 65

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