Salesforce ADX261 Quiz 38 Topic 3 Questions 186-190

Question: 1

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

ATo provide online security threat information

BTo provide live and historical data on system performance

CTo provide information planning planned maintenance

DTo provide live support for system and data backup

ETo provide best practices for continuity plans

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Question: 2

What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

AHighly available telecom solution

BPeriodic maintenance windows

CServer hardware infrastructure rebuilds

DSystem software restore after an outage

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Question: 3

What is a benefit of a quality monitoring system? Choose 2 answers

ALower the average speed of answer (ASA)

BTeach new agents how to handle difficult situations

CEnforce a consistent standard of service for customer interaction

DCapture inappropriate word usage and generate reports

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Question: 4

What is the primary function of a private branch exchange (PBX)?

ATo receive multiple calls at one time

BTo use speech recognition to direct calls

CTo report the caller's background information

DTo mate calls to different agents

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Question: 5

What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

ANumber of cases escalated by agent

BNumber of articles created by agent

CNumber of articles attached to a case

DNumber of solutions created by agent

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Salesforce ADX261 Quiz:38 Topic:3 Questions:186-190