為 Service Cloud Administration - ADM-261 題庫客戶提供跟踪服務

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最新的 Service Cloud Consultant ADM-261 免費考試真題:

1. Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A) Developers can embed API calls and processes on web pages to automate call handling processes.
B) Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
C) Developers can integrate with any telephony platform available with little to no need for customization.
D) Agents can use telephony on a wide range of browsers andoperating systems while only developing once.

2. The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should becompleted prior to UAT? (Choose 2)

A) Fund customer approval on training materials
B) Approval of test scripts from the business lead
C) Verification that sample data has been loaded
D) Verification of the production migration checklist

3. Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers

A) High priority cases opened by account month to date
B) New cases opened by theaccount channel
C) Escalated cases by account month to date
D) Time spent by account year to date

4. Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution shoulda consultant recommend to meet these requirements?

A) On-Demand Email-to-Case
B) Customer Chatter groups
C) Emall-to-Case
D) Web-to-Case

5. Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

A) Macros
B) Open CTI
C) Lightning Dialer
D) Local Presence

問題與答案：