ADX261 試験問題を無料オンラインアクセス

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service-level agreements (SLAs).
Which feature should the consultant consider?

• A.Entitlements
• B.Service Contracts
• C.Case Management

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?

• A.Create a report using Grouping.
• B.Create a reporting snapshot.
• C.Create a joined report.

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?

• A.Set up escalation rules.
• B.Set up self-service Knowledge.
• C.Set up assignment rules and case queues.

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

• A.Debug Omni-Channel routing from Setup.
• B.Open the Omni-Channel Supervisor tab.
• C.Open the relevant record being routed.

Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?

• A.Case Lifecycle
• B.Cases with Milestones
• C.Case History