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ADM-261 Exam Dumps : Service Cloud Administration (SU24)

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Service Cloud Administration (SU24) Questions and Answers

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Question 1

Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?

Options:

A.

Open CTI

B.

Lightning dialer

C.

Local presence

D.

Macros

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Question 2

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

Options:

A.

Number of cases closed by self-service users.

B.

Average call handle time by team.

C.

Number of Knowledge articles created each month.

D.

Number of cases created using Communities by month.

Question 3

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

Options:

A.

They are members of that Queue

B.

They have a Contact Manager Profile

C.

If the OWD for sharing cases is Public Read/Write/Transfer

D.

They are higher in the Role Hierarchy than a Queue Member

E.

All of the above

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