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ADM-261 Exam Dumps : Service Cloud Administration (WI25)

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Service Cloud Administration (WI25) Questions and Answers

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Question 1

UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

Options:

A.

Automatic call distributor and interactive voice response

B.

Workforce management and customer satisfaction score

C.

Average handling time and first call resolution time

D.

Agentskill-based routing and predictive dialer

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Question 2

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

Options:

A.

Customer community

B.

Knowledge base

C.

Service cloud console

D.

Automatic call distribution

Question 3

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

Options:

A.

They are members of that Queue

B.

They have a Contact Manager Profile

C.

If the OWD for sharing cases is Public Read/Write/Transfer

D.

They are higher in the Role Hierarchy than a Queue Member

E.

All of the above

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