Salesforce ADX261 Quiz 14 Topic 9 Questions 66-70

Question: 1

Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

ANumber of open cases per day

BNumber of new customers added

CNumber of closed cases on first call

DAverage number of days to close cases

ENumber of cases escalated

Show Answer

Question: 2

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

ARemove formula fields from filter criteria.

BRemove unnecessary columns from the reports.

CRemove date boundaries from filter criteria.

DRemove dashboards based on long-running reports.

Show Answer

Question: 3

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

AFollow the SMEs to receive automatic updates when they add case comments

BBookmark all the comments related to the issue from SMEs

CUse hashtag (#) to track the customer case and SMEs comments

D@mention the SMEs on the case Chatter feed and follow the case

Show Answer

Question: 4

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:

* 10 million cases

* 1 million accounts

* 3 million contacts

When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

AThe Salesforce org may be slow during the data import

BRelated lists on the case object may be slow to populate

CSalesforce reporting speed may be affected

DResult may be slow when searching for records

Show Answer

Question: 5

What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

AReplaces the need for an email channel

BEliminates tracking of customer entitlements

CUncovers gaps in the knowledge base

DReduces incoming call volume

Show Answer

Salesforce ADX261 Quiz:14 Topic:9 Questions:66-70