Salesforce ADM-261 - Service Cloud Administration (SU24)

Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

Which three processes are uses case for Visual Workflow? Choose 3 answers

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.

Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.

Which solution should a Consultantrecommend to meet this requirement?

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

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?

Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

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?

What are three considerations when adding a report chart to a Console Component? Choose 3 answers