ADM-261 Practice Test

Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

A. Assignthe Salesforce users to the Call Center.

B. Install an adapter from AppExchange to work with third-party CTI systems

C. Use Apex to create an adapter to work with third-party CTI systems

D. Create a SoftPhone layout and assign to user profiles

E. Assign the Salesforce CTI license to Salesforce users

Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

A. Service Console Knowledge Components

B. Service Console Profile Assignments

C. Data Categories and Article Actions

D. Data Categories and Article Types

Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

A. Reduce the cost per call

B. Train support agents

C. Align agent performance goals with KPIs

D. Hire additional support agents

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. What solution should a consultant recommend?

A. Field ServiceLightning

B. Lightning Console

C. Salesforce Mobile App

D. Employee Community

The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Implement Quick Text

B. Enable the Support Process for default email templates

C. Implement Macros

D. Implement Email-To-Case

E. Enable the support setting for default email templates