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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 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.

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Question 2

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

Question 3

Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

Options:

A.

Information Technology (IT) help desk

B.

Telesales center

C.

Human Resources (HR) help desk

D.

Telemarketing center

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