Free Access Salesforce.ADM-261.v2023-06-07.q123 Practice Test (Page 7)

Question 26

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

A.Comment Search Component

B.Comments List View

C.Global Search

D.Search Utility Component

Question 27

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A.Quick Actions must be enabled in the org.

B.Global Actions need to be on the publisher layout.

C.The specific Quick Action must be added to the Case record page.

D.The specific Quick Action must be added to the Case Feed.

Question 28

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.Average Handle Time

C.First Call Resolution

D.Time to Answer

Question 29

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

A.Make knowledge base articles and community answers accessible on its website.

B.Make contact center representatives accessible 24/7 to distribute the call volume.

C.Redirect users from the company site to social media forums about the products.

D.Hire contact center representatives that specialize in each of the product categories.

Question 30

Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

A.Create an FAQ article type and configure theenable suggested articles option in support settings.

B.Define a data category called FAQ and assign category visibility to users in the contact centre role.

C.Create an FAQ article type and enable the submit articles feature on the case close page layout.

D.Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

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Question 26

Question 27

Question 28

Question 29

Question 30

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