Salesforce ADX261 Quiz 35 Topic 4 Questions 171-175

Question: 1

Which metric influences customer satisfaction? Choose 2 answers

AAfter call work

BCost per call

CFirst call resolution

DCall quality

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Question: 2

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

ASalesforce for Twitter

BLive Agent

CSalesforce Knowledge

DOpen CTI

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Question: 3

Which of the following utilize the 'Automated Case User' (Choose 3 answers):

AWhen a case is automatically assigned using assignment rules this user is listed in the case history

BWhen an email notification is triggered via workflow this user is listed in the case history

CWhen a case is escalated this user is listed in the case history

DWhen a case is created via Web-To-Case this user is listed in the case history

EWhen a case is created via Email-To-Case this user is assigned as the case owner

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Question: 4

Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

AAnswers can be exposed to partner portal users

BExternal users can subscribe to Answers

CEscalate a question to a case

DKnowledge articles can be created from Answers

ESelect best answers for questions.

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Question: 5

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

AIt acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

BIt is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

CIt is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

DPrebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

EIt does NOT require a software install for each call center user on a Windows-based PC.

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Salesforce ADX261 Quiz:35 Topic:4 Questions:171-175