ADM-261 Practice Test

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which measurecan satisfy this requirement?

A. Customer Satisfaction

B. Customer Engagement Score

C. Net Promoter Score

D. Service-Level Measure

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A. Number of article votes

B. Number of customer ratings

C. Number of approved articles

D. Number of archived articles

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

A. Verification of the production migration checklist

B. Approval of test scripts from the business lead

C. Verification that sample data has been loaded

D. Fund customer approval on training materials

A Company sells two products, each with its own maintenance schedule. Which feature should a consultant recommend implementing to meet thisrequirement?

A. Lightning Service Console

B. An AppExchange Solution

C. Field Service Lightning

D. Customer Community

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed. What Lightning Console feature should a Consultant configure to support this need?

A. Configure Omni-Channel Supervisor tab and 3rd party access.

B. Configure Live Agent Supervisor tab and Whisper Messages.

C. Add the Live Agent Component to the Utility bar.

D. Configure the SOS snap-in for the Lightning Service Console.