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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 are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

Options:

A.

Recovery point objective

B.

Criteria for plan activation

C.

Open access to systems

D.

Site consolidation

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Question 2

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

Question 3

Customer support agents want theability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.

How should the console be configured tosatisfy this requirement?

Options:

A.

Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

B.

Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type

C.

Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type

D.

Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

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