Pass ADM-261 Exam Guide

Service Cloud Administration(SP23) Questions and Answers

Question 29

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

Options:

Recommend articles during a call for a support agent

Suggest articles for a web-to-case question

Suggest articles for an email-to-case question

Recommend articles prior to a Live Agent session

Question 30

A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.

Which configuration option should be verified?

Options:

verify that users have access to the Live Agent chat buttons.

Verify that users have access to the Live Agent public group.

Verify that users are assigned the Live Agent feature license.

Verify that users are assigned the Live Agent user profile.

Question 31

Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.

Which type of Community license should be used to meet these requirements?

Options:

Company Community

Employee Community

Customer Community

Partner Community

Question 32

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:

Customer community

Knowledge base

Service cloud console

Automatic call distribution

Labour Day Special - Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: top65certs

Service Cloud Administration(SP23) Questions and Answers

Options:

Answer:

Options:

Answer:

Options:

Answer:

Options:

Answer: