최신 ADX261 무료덤프 - Salesforce Administer and Maintain Service Cloud
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
Which interaction channel should the consultant suggest to UC?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
Which metric should a consultant use to assess the success of the new workforce management system?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?
Which feature should a consultant recommend?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?
Which question should the consultant ask to determine the preferred solution?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?
Which solution should a consultant recommend?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?
Which solution should a consultant recommend to meet these requirements?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
Which functionality should the consultant recommend to address the problem?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?
Which solution should a consultant recommend?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)