Download Full Version ADM-261 Salesforce Exam

Service Cloud Administration(SP23) Questions and Answers

Question 5

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

Options:

Service Console Macros

Lightning Guided Engagement

Path for Cases

Lightning Flow Component

Question 6

The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

Options:

Enable Chatter for agent collaboration.

Create auto response templates for emails.

Enable Knowledge in a Service Cloud portal.

Enable Ideas in a ServiceCloud portal.

Question 7

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

Options:

Assign users to a Permission Set granting the Service User license.

Assign users to a Permission Set with access to the service console app.

Assign users the Service User license on their User record.

Assign users to a Public Group with access to the service console app.

Question 8

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

Options:

They are members of that Queue

They have a Contact Manager Profile

If the OWD for sharing cases is Public Read/Write/Transfer

They are higher in the Role Hierarchy than a Queue Member

All of the above

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Download Full Version ADM-261 Salesforce Exam

Service Cloud Administration(SP23) Questions and Answers

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