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ADM-261 Exam Dumps : Service Cloud Administration (SU24)

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Service Cloud Administration (SU24) Questions and Answers

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Question 1

A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

Options:

A.

Create Knowledge Articles and publish internally and publicly.

B.

Configure IVR routing to bypass Tier 1 for the product line.

C.

Configure Omni-channel to assign cases directly to Tier 2.

D.

Create a dashboard to track and manage call volumes by type.

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Question 2

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

Options:

A.

Service Console Macros

B.

Lightning Guided Engagement

C.

Path for Cases

D.

Lightning Flow Component

Question 3

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which measurecan satisfy this requirement?

Options:

A.

Customer Satisfaction

B.

Customer Engagement Score

C.

Net Promoter Score

D.

Service-Level Measure

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