Salesforce ADX261 Quiz 15 Topic 3 Questions 71-75

Question: 1

Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

ACreate a bucket field on a report to calculate the percentage of escalated cases

BCreate a case report with a custom summary formula to calculate the percentage of escalated cases

CCreate a formula field on the case record to calculate percentage of escalated cases

DCreate a daily snapshot report of all cases and calculate percentage of escalated cases

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Question: 2

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

AIt is a server based software program that controls the behavior of a Salesforce SoftPhone

BIt is an intermediary between a telephony system and a Salesforce CRM call center user

CIt utilizes the SoftPhone capability from within the Salesforce application

DIt allows voicemails to be captured and stored as attachments on cases

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Question: 3

Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.

AIntegration with Field service teams and apps

BStrategies to maximize call deflection

CPerformance for high volume of interactions

DIntegration with Lead Generation team and apps

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Question: 4

Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

AAssign the Salesforce users to the Call Center.

BInstall an adapter from AppExchange to work with third-party CTI systems

CUse Apex to create an adapter to work with third-party CTI systems

DCreate a SoftPhone layout and assign to user profiles

EAssign the Salesforce CTI license to Salesforce users

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Question: 5

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

AAllows Chatter Messenger to be used between agents

BDisplays records and their related items as tabs on one screen

CIs available for users in the partner portal

DIndicates when records and lists are changed by others

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Salesforce ADX261 Quiz:15 Topic:3 Questions:71-75