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ADM-261 Premium Exam Questions

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Question 52

A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

Options:

A.

Add the entitlement related list to account page layouts.

B.

Add the entitlement lookup field to case page layouts.

C.

Add a Validation Rule that ensures each Case has an entitlement.

D.

Add a Validation Rule that ensures each Account has an entitlement.

Question 53

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

Options:

A.

Cross-sell promotions for agents

B.

Decision-based troubleshooting for agents

C.

Assignment of email to a case queue based on subject

D.

Caller verification and creation of a new case

E.

Field validation during case creation

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Exam Code: ADM-261
Exam Name: Service Cloud Administration (SU24)
Last Update: Nov 16, 2024
Questions: 354
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