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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

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

Options:

A.

Service level agreement

B.

First call resolution

C.

Average handle time

D.

Customer satisfaction survey

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Question 2

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers basedon the Case details?

Options:

A.

Process Builder

B.

Lightning Knowledge

C.

Macros

D.

Visual Workflow

Question 3

Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers

Options:

A.

Publish articles to external channels

B.

Assign article types to the communities

C.

Enable public solutions.

D.

Configure content library permissions

E.

Enable article deliveries

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