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ADM-261 Exam Dumps : Service Cloud Administration (WI25)

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Service Cloud Administration (WI25) Questions and Answers

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Question 1

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:

A.

Service Console Macros

B.

Lightning Guided Engagement

C.

Path for Cases

D.

Lightning Flow Component

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Question 2

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

Options:

A.

Allows Chatter Messenger to be used between agents

B.

Displays records and their related items as tabs on one screen

C.

Is available for users in the partner portal

D.

Indicates when records and lists are changed by others

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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