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Salesforce ADM-261
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Salesforce ADM-261 Questions and Answers
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)
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
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
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Salesforce Service Cloud is a CRM platform designed to support customer service and support teams by managing inquiries and interactions across multiple channels like email, phone, chat, and social media.
Key features include Case Management, Knowledge Base, Omni-Channel Routing, Service Console, Live Agent, Social Customer Service, Macros, and Entitlements.
Case Management involves tracking and managing customer issues by converting them into cases, which hold all details about customer interactions and support requests.
The Service Console provides agents with a unified interface to access all necessary customer data. It integrates various channels, enabling agents to handle multiple cases simultaneously.
Omni-Channel enables agents to manage multiple customer interactions across different channels from a single interface. It assigns cases to agents based on their skills, caseload, and channel priority.
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TESTED 23 Nov 2024
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