Pearson ADM-261 New Attempt

Service Cloud Administration(SP23) Questions and Answers

Question 45

What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?

Options:

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

Question 46

Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Options:

Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.

Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

Set up analytical snapshots to capture key case information and create historical trending reports.

Set up a Salesforce Customer Community that will allow customers to create cases online.

Question 47

Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

Options:

Recovery point objective

Criteria for plan activation

Open access to systems

Site consolidation

Question 48

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

Options:

Number of cases closed by self-service users.

Average call handle time by team.

Number of Knowledge articles created each month.

Number of cases created using Communities by month.

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Service Cloud Administration(SP23) Questions and Answers

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