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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

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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Question 2

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

Options:

A.

Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

B.

Use Web Services API to integrate the external database with Salesforce

C.

Create a custom product bug object and import data into Salesforce

D.

Use Bulk API to load the product bug data into Salesforce

Question 3

Customer support agents want theability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.

How should the console be configured tosatisfy this requirement?

Options:

A.

Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

B.

Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type

C.

Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type

D.

Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

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