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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 Containers is launching a full line ofnew products and Service Cloud should support the following requirements:

• Agents need to collaborate with other teams.

• The product development team needs to be alerted on high-priority cases for specific products.

Which solution will meet these requirements?

Options:

A.

Use Process Builder for notifications and case teams to monitor cases.

B.

Use Process Builder for notifications and account teams to monitor cases.

C.

Use escalation rules for notifications and account teams to monitor cases.

D.

Use escalation rules for notifications and case teams to monitor cases.

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Question 2

A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

Options:

A.

The Customer is shown the new Rep's name

B.

Both Service Reps can chat with the customer

C.

The chat transcripts and case are transferred

D.

The Customer doesn't know they were transferred

Question 3

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

Options:

A.

Remove formula fields from filter criteria.

B.

Remove unnecessary columns from thereports.

C.

Remove date boundaries from filter criteria.

D.

Remove dashboards based on long-running reports.

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