ADM-261 Practice Test

Universal Containers wantsto deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly. Which two features should a Consultant recommend? Choose 2 answers

A. Configure LiveMessage

B. Activate quick test

C. Create quick actions

D. Deploy Pre-Chat form

UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

A. Users, accounts, contacts, cases

B. Accounts, contacts, cases, users

C. Users, contacts, accounts, cases

D. Accounts cases, users, contacts

Auto Response rules work on which objects?

A. Leads and Cases

B. Leads and accounts

C. Accounts and Opportunity

D. Accounts and Cases

Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

A. Average days to close

B. Average handle time

C. Firstcall resolution

D. Abandon rate

Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.

* 2.000 agents are implemented globally 24/7 operations

* Open case data will bemigrated from a legacy system

* New cases will be created in one system only

Which deployment method should be recomended?

A. Migrate case data and deploy to all users at office

B. Migrate agents to Force.com Connect Offline during deployment

C. Deploy inphases using countries as pilots

D. Deploy based on the number of trainers available