ADM-261 무료 덤프문제 온라인 액세스

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

• A.Recommend articles during a call for a support agent
• B.Suggest articles for a web-to-case question
• C.Recommend articles prior to a Live Agent session
• D.Suggest articles for an email-to-case question

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

• A.Makeknowledge base articles and community answers accessible on its website.
• B.Hire contact center representatives that specialize in each of the product categories.
• C.Make contact center representatives accessible 24/7 to distribute the call volume.
• D.Redirect users from the company site to social media forums about the products.

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

• A.Provide a self-help Customer Community.
• B.Limit Customers to 5 Cases per day.
• C.Ask sales reps to respond to support Cases.
• D.Add more support phone lines.

Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

• A.Configure the case list under custom console components so users can view the list view along with the case view
• B.Recommend openingthe case list view in a separate browser tab and use the window alongside the case view
• C.Build a customer visual force page with the list view and assign it to the console sidebar.
• D.Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should aConsultant use to meet this requirement?

• A.Process Builder Scheduled Actions
• B.Milestone Actions
• C.Time-based Workflow Rules
• D.Scheduled Reports