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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 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

Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?

Options:

A.

Enable the case survey object for the customer portal

B.

Utilize an AppExchange package to handle customer surveys

C.

Create a validation rule for case survey email templates

D.

Modify the user interface settings for the case survey sidebar

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