ADX261問題集、Salesforce実際の試験問題

質問 1

What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

A. It should be deployed with Experience Builder.

B. It is incompatible with Einstein Bots.

C. It should be routed via Omni-Channel,

正解: C

質問 2

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?

A. Measure cases with and without articles attached based on case status.

B. Measure cases with and without articles attached with high net promoter scores (NPS),

C. Measure cases with and without articles attached with high CSAT scores.

正解: C

質問 3

Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?

A. Chatter

B. Flow Orchestrator

C. Omni-Channel Supervisor

正解: C

質問 4

Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend?

A. Provide a toll-free customer support phone number.

B. Have customers search the Knowledge base for solutions.

C. Create an Experience Cloud site for customers.

正解: C

質問 5

Which advantage does Salesforce provide with the OpenCTI framework?

A. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

B. Developers can Integrate with any telephony platform available with minimal need for customization.

C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.

正解: C

質問 6

Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes.
What should the consultant recommend?

A. Use Sensitive Data Rules to automatically mask sensitive information in Transcripts and Voice Call data.

B. Use Sensitive Data Rules to set Sharing Settings for the Voice Call record for the agent and the record owner.

C. Use Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.

正解: C

質問 7

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?

A. Actions & Recommendations

B. Einstein Next Best Action

C. In-App Guidance

正解: B

質問 8

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

A. Approval process

B. Reports and dashboards

C. Flow with notifications

正解: A

質問 9

Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?

A. Case History

B. Case Lifecycle

C. Cases with Milestones

正解: A

質問 10

Which feature can a consultant deploy to route cases from social channels within a limited timeframe?

A. Use a third-party app from AppExchange.

B. Implement an Apex solution.

C. Use custom case assignment rules.

正解: C

Salesforce Administer and Maintain Service Cloud - ADX261 模擬練習