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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

What is the primary function of a private branch exchange (PBX)?

Options:

A.

To receive multiple calls at one time

B.

To use speech recognition to direct calls

C.

To report the caller's background information

D.

To mate calls to different agents

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Question 2

Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

Options:

A.

Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

B.

Enable the Knowledge sidebar related list on the case page layout.

C.

Enable the Knowledge sidebar setting in the case support settings.

D.

Create a Visualforce page called Knowledge sidebar on the case page layout.

Question 3

Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.

Which service cloud feature should the consultant recommend to address this requirement?

Options:

A.

Entitlements and milestones

B.

Case escalation

C.

Case assignment

D.

Salesforce console

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