ADM-261 Practice Test

Universal Container wants to measure the efficient of its Contact Center. Which three metrics should the contact center manager analyze?

A. Number of Closed cases on first call

B. Average Number of days to close cases

C. Number of open cases per day

D. Number of cases escalated

E. Number of new customers added

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?

A. Enable the self-service portal to generate logins for the hospital staff by region.

B. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

C. Design a custom object to track credit requests and route them regionally using assignment rules

D. Use cases to track the credit requests and route than to regional teams using assignment rules

The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answers

A. Customer community

B. Knowledge base

C. Service cloud console

D. Automatic call distribution

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the Consultant suggest?

A. Omni-Channel routing

B. Standard Email-to-Case

C. Web-to-Case forms

D. On-Demand Email-to-Case

What method can NOT be leveraged to capture Cases in addition to via the Case tab?

A. Email to Case

B. Chatter feeds

C. Customer Portal

D. Self Service Portal