ADM-261 試験問題を無料オンラインアクセス

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

• A.The report is a Summary or Matrix report.
• B.The report contains a chart.
• C.The report chart is added to the Page Layout.
• D.The report hasa standard Report Type.
• E.The report is shared with a Chatter Group.

Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

• A.First contact resolution
• B.Average handle time
• C.Escalation rate
• D.Averagespeed to answer

The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

• A.Create a case report that displays all created or updated cases.
• B.Create a casequeue for all created or updated cases.
• C.Create an email alert notification for Case Teams.
• D.Create a case list view that is filtered by My Case Teams.

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by callcenter location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?

• A.Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
• B.Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first- call resolution.
• C.Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
• D.Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

• A.Recovery point objective
• B.Open access to systems
• C.Criteria for plan activation
• D.Site consolidation