Pass the Salesforce Consultant ADM-261 Questions and answers with ExamsMirror

SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

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

Which system would a contact center integrate with in order to provide field service agents with information needed to provideservice at customer sites?

Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.

* 2.000 agents are implemented globally 24/7 operations

* Open case data will bemigrated from a legacy system

* New cases will be created in one system only

Which deployment method should be recomended?

An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

Using standard case management capabilities, what can be emailed to a customer as a PDFattachment?

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

Support process: escalation queue if notresponded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.