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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

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

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

Options:

A.

Service level agreement

B.

First call resolution

C.

Average handle time

D.

Customer satisfaction survey

Question 3

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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