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Free ADX261 Exam Braindumps
Service Cloud Administration in Lightning Experience Questions 51–55 (page: 12)

Updated On: 9-Feb-2026
Page 12 of 41
PDF with 304 Questions

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi

  1. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
    Which approach should a consultant recommend in this scenario?
  2. Assign a global team of experienced agents and leaders to create a common design template and report structure.
  3. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
  4. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
  5. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Answer(s): A



Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

  1. Entitlement processes, milestones, milestone actions, and entitlements
  2. Entitlement processes, contracts, contract line Items, and entitlements
  3. Entitlement processes, contract line items, milestones, and entitlements
  4. Entitlement processes, contracts, milestones, and milestone actions

Answer(s): A



Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

  1. Omni-Channel
  2. Page Layouts
  3. Record Types
  4. Support Processes
  5. Article Types

Answer(s): A,C,D



Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

  1. On a utility bar of the Lightning App
  2. On a record Highlights Panel
  3. On a record Activity Feed list
  4. On the Calendar right hand panel

Answer(s): C



Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

  1. Define Case Auto-Response Rules.
  2. Establish Case Assignment Rules.
  3. Create a Process Builder with Scheduled Actions.
  4. Configure Case Escalation Rules.

Answer(s): D



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