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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

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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Question 2

A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.

Which configuration option should be verified?

Options:

A.

verify that users have access to the Live Agent chat buttons.

B.

Verify that users have access to the Live Agent public group.

C.

Verify that users are assigned the Live Agent feature license.

D.

Verify that users are assigned the Live Agent user profile.

Question 3

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.

What Lightning Console feature should a Consultant configure to support this need?

Options:

A.

Configure Omni-Channel Supervisor tab and 3rd party access.

B.

Configure Live Agent Supervisor tab and Whisper Messages.

C.

Add the Live Agent Component to the Utility bar.

D.

Configure the SOS snap-in for the Lightning Service Console.

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