Free Access Salesforce.ADM-261.v2023-06-07.q123 Practice Test (Page 19)

Question 86

What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

A.Increase the Call-to-Order ratio

B.Use integrated voice response

C.Bypass entitlement verification

D.Use suggested Knowledge articles

Question 87

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

A.Configure Omni-Channel Routing Model as Least Active.

B.Configure Omni-Channel Routing Model as MostAvailable.

C.Configure Case Assignment Rules to use Queues.

D.Configure Case Assignment Rules to use Users.

Question 88

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

A.Coach users on minimizing open console tabs.

B.Allow the user to log into Live Agent from multiple browsers.

C.Ensure each laptop has a modern browser installed.

D.Add additional components to the Lightning console.

Question 89

What are two design considerations for a Live Agent implementation? Choose 2 answers

A.Chat Window Title

B.Chat Character Limit

C.Chat Visitor Browser

D.Idle Connection Timeout

Question 90

Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?

A.Create a Visualforce page on the customer community portal.

B.Set up communication channel layouts in the object manager to use Insert Article into Social post.

C.Set up insert Article into Social post and enable the customer community portal.

D.Create a Chatter group andinvite the customer to join with an external chatter user.

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Question 86

Question 87

Question 88

Question 89

Question 90

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