Salesforce ADX261 Quiz 43 Topic 7 Questions 211-215

Question: 1

A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

ACommunity

BEmail to Case

CWeb to Case

DOn Demand Email to Case

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Question: 2

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?

(choose 1 answer)

AUse an escalation rule to move cases into the product manager queue

BUse Chatter case feed and case teams to monitor cases

CUse an assignment rule to assign new cases to the product manager

DUse a workflow rule to send an email to the product manager

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Question: 3

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

AHire contact center representatives that specialize in each of the product categories.

BMake contact center representatives accessible 24/7 to distribute the call volume.

CRedirect users from the company site to social media forums about the products.

DMake knowledge base articles and community answers accessible on its website.

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Question: 4

UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

ANumber of outbound calls per day

BNumber of closed cases

CNumber of lead referrals

DNumber of attempts to contact

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Question: 5

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

ANumber of article votes

BNumber of customer ratings

CNumber of approved articles

DNumber of archived articles

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A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?(choose 1 answer)

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

Salesforce ADX261 Quiz:43 Topic:7 Questions:211-215

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)