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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

Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?

Options:

A.

Open CTI

B.

Lightning dialer

C.

Local presence

D.

Macros

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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 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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