ADM-261 Practice Test

A Service Rep transfers a Live Agent Chat to another Rep. Which two things willhappened?

A. The Customer is shown the new Rep's name

B. Both Service Reps can chat with the customer

C. The chat transcripts and case are transferred

D. The Customer doesn't know they were transferred

The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A. Skills -based routing

B. Private branch exchange

C. Workforce management

D. Interactive voice response

Universal Containers wants to provide a more consistent serviceexperience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? Choose 3 answers

A. Users must use Lightning Experience.

B. Publisher Actions used in the macros must be on the page layout.

C. The Macros widget or utility must be added to the console.

D. The Run Macros Permission must be granted to users.

E. The Run Macros Action must be on the page layout.

At Universal Containers, a support agent dedicated to one customer regularly handlescomplex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?

A. Build a repository of Knowledge articles related to integration and share it with the customer.

B. Enable Chatter case feed and add product development team members to the case team.

C. Create a related child case and assign the child case to the product development team.

D. Create a private Chatter group with customers and invite key individuals to join the group.

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tabs and Casestab

B. Case tabs with Account subtabs

C. Account tab with Cases related list

D. Account tabs with Case Subtabs