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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

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

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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

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

Options:

A.

Number of cases closed by self-service users.

B.

Average call handle time by team.

C.

Number of Knowledge articles created each month.

D.

Number of cases created using Communities by month.

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