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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

An outsourced contact center islosing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

Options:

A.

Mix telephony interactions with email and chat

B.

Extend benefits to part-time agents

C.

Provideadditional training on tools and process

D.

Allow shift trading between agents

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Question 2

Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

Options:

A.

Workflow rule

B.

Validation rules on case process field

C.

Escalation rule to ignore business hours based on casecriteria

Question 3

Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

Options:

A.

Set up Milestones.

B.

Enable Work Orders.

C.

Create an Entitlement Process.

D.

Configure Service Contracts.

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