Salesforce ADX261 Quiz 37 Topic 3 Questions 181-185

Question: 1

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

AFirst contact resolution rate

BNumber of total cases handled

CTotal number of solutions created by agent

DAverage number of knowledge articles published

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Question: 2

What process is a use case for Visual workflow? Choose 3 answers

AField validation during case creation

BCross-self promotions for representatives

CAssignment of email to a case queue based on subject

DDecision-based troubleshooting for representatives

ECaller verification and creation of a new case

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Question: 3

What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)

AIncrease the Call-to-Order ratio

BUse integrated voice response

CBypass entitlement verification

DUse suggested Knowledge articles

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Question: 4

When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

ACase queues

BCase custom reports

CCase assignment rules

DCase dashboards

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Question: 5

When a Self Service Portal User adds a Case Comment the following actions take place:

AAn email is automatically sent to the case owner

BA Workflow rules is activated

CAn Assignment Rule is Activated

DNone of the above

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Salesforce ADX261 Quiz:37 Topic:3 Questions:181-185