Winter Special - Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: top65certs

ADM-261 Leak Questions

Page: 10 / 13
Total 354 questions

Service Cloud Administration (SU24) Questions and Answers

Question 37

Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.

Which service cloud feature should the consultant recommend to address this requirement?

Options:

A.

Entitlements and milestones

B.

Case escalation

C.

Case assignment

D.

Salesforce console

Question 38

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.

Question 39

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

Question 40

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management isalerted when cases have NOT completed certain stages.

Which Service Cloud feature should the Consultant recommend to address this requirement?

Options:

A.

Salesforce Console

B.

Entitlements and Milestones

C.

Case Escalation

D.

Case Assignment

Page: 10 / 13
Total 354 questions