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ADM-261 Exam Dumps : Service Cloud Administration (WI25)

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Service Cloud Administration (WI25) Questions and Answers

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Question 1

The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

Options:

A.

Enable Chatter for agent collaboration.

B.

Create auto response templates for emails.

C.

Enable Knowledge in a Service Cloud portal.

D.

Enable Ideas in a ServiceCloud portal.

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Question 2

UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

Options:

A.

Automatic call distributor and interactive voice response

B.

Workforce management and customer satisfaction score

C.

Average handling time and first call resolution time

D.

Agentskill-based routing and predictive dialer

Question 3

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

Options:

A.

Field validation during case creation

B.

Cross-self promotions for representatives

C.

Assignment of email to a case queue based on subject

D.

Decision-based troubleshooting for representatives

E.

Caller verification and creation of a new case

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