TOP FEATURES OF TESTVALID ADX261 ADMINISTER AND MAINTAIN SERVICE CLOUD PDF QUESTIONS FILE AND PRACTICE TEST SOFTWARE

Top Features of TestValid ADX261 Administer and Maintain Service Cloud PDF Questions File and Practice Test Software

Top Features of TestValid ADX261 Administer and Maintain Service Cloud PDF Questions File and Practice Test Software

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q24-Q29):

NEW QUESTION # 24
After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?

  • A. Add the Manage Salesforce Knowledge permission to the user's profile.
  • B. Enable Read/Write/Create permissions for Knowledge articles.
  • C. Inform users that the only way to create articles is from the Knowledge component.

Answer: A


NEW QUESTION # 25
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.
What should a consultant recommend as the next step?

  • A. Identify and prioritize the requirements for the minimum viable product.
  • B. Prioritize the requirements based on requests from the regions.
  • C. Prioritize the requirements based on the stakeholder who submitted them.

Answer: A

Explanation:
Identifying and prioritizing the requirements for a minimum viable product (MVP) allows for a focused and phased approach to the Service Cloud implementation. This strategy ensures that the most critical functionalities are developed and deployed first, providing immediate value while allowing for iterative enhancements based on feedback and additional requirements.


NEW QUESTION # 26
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

  • A. Schedule adherence
  • B. Number of calls offered
  • C. Quality monitoring score
  • D. Agent utilization

Answer: A,D

Explanation:
Agent utilization is the percentage of time that agents are occupied with handling customer interactions or after-call work. It is a measure of how efficiently agents are using their time. Schedule adherence is the degree to which agents stick to their planned work schedules. It is a measure of how well agents follow their assigned shifts, breaks, and lunches. Both metrics can be used to assess the success of a new workforce management system, as they indicate how well the system is optimizing agent productivity and availability. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Workforce Engagement


NEW QUESTION # 27
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

  • A. It is askewed by calls that are quickly answered
  • B. It is the typical experience of a caller.
  • C. It captures the same informaion as First Call Resolution.
  • D. It includes blocked and abandoned calls.

Answer: D


NEW QUESTION # 28
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

  • A. The user creating the dashboard
  • B. The VP of service
  • C. Let the dashboard viewers choose
  • D. The dashboard viewer

Answer: D


NEW QUESTION # 29
......

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