Salesforce ADX261 Quiz 30 Topic 3 Questions 146-150

Question: 1

For which purpose should a contact center use Visual Flow?

ATo assign follow-up tasks to an agent one week after a case is closed.

BTo automatically assign cases to a specific queue based on the customer support level

CTo escalate to the support manager if it has been open for more than 72 hours

DTo automate business processes for agents who troubleshoot customer support issues via phone

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Question: 2

Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

AReads the case

BAdds a related comment to the case

CAdds an activity or sends an email from the case record

DEdits the case

EAll of the above

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Question: 3

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

ADisplay product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

BUse Web Services API to integrate the external database with Salesforce

CCreate a custom product bug object and import data into Salesforce

DUse Bulk API to load the product bug data into Salesforce

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Question: 4

Auto Response rules work on which objects?

ALeads and Cases

BLeads and accounts

CAccounts and Opportunity

DAccounts and Cases

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Question: 5

An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

AMix telephony interactions with email and chat

BExtend benefits to part-time agents

CProvide additional training on tools and process

DAllow shift trading between agents

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Salesforce ADX261 Quiz:30 Topic:3 Questions:146-150