Due to arecent product recall, Universal Containers has experienced a 50% increase in daily calls...

Salesforce ADM-261 Question Answer

Due to arecent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.

Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

Set up IVR with an automated response for customersaffected by the recall to defect calls.

Set up a customer survey for customers calling in to identify the severity and impact of the recall.

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Salesforce ADM-261 Summary

Vendor: Salesforce
Product: ADM-261
Update on: Jul 26, 2025
Questions: 354

Price: $52.5 ~~$149.99~~

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Universal Container's customers like speaking to a live support agent on complex product issues.

Which native Service Cloud solution is used for case satisfaction surveys?

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Due to arecent product recall, Universal Containers has experienced a 50% increase in daily calls...

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Salesforce ADM-261 Summary

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