QUESTION: 49 Exam Topic: 1 Pool A (Main)

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? (Choose 3)

Users must use Lightning Experience.
Publisher Actions used in the macros must be on the page layout.
The Macros widget or utility must be added to the console.
The Run Macros Permission must be granted to users.
The Run Macros Action must be on the page layout.

Answer(s): A,B,D

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QUESTION: 50 Exam Topic: 1 Pool A (Main)

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality withconfiguration?

Remove these fields from the page layout and add the components to the highlights panel.
Add these fields to the page layout and add the components to the highlights panel
Remove these fields from the page layout and add the fieldsto the highlights panel
Add the fields to the page layout and add the fields to the highlights panel.

Answer(s): D

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QUESTION: 51 Exam Topic: 1 Pool A (Main)

Milestones can be added to which three object types?
(Choose 3)

Work order
Case
Service
Entitlement
Account

Answer(s): A,B,D

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QUESTION: 52 Exam Topic: 1 Pool A (Main)

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).

Ability to determine if a customer has escalated a case in the past
Ability to specify unique service levels for each customer
Ability to prompt callers for the service contract number within IVR menus
Ability to enforce service levels with the time-dependent processes

Answer(s): B,C

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Free ADM-261 Exam Braindumps (page: 13)

QUESTION: 49 Exam Topic: 1 Pool A (Main)

QUESTION: 50 Exam Topic: 1 Pool A (Main)

QUESTION: 51 Exam Topic: 1 Pool A (Main)

QUESTION: 52 Exam Topic: 1 Pool A (Main)