[2024年更新]ADM-261リアルな試験問題集でADM-261練習テスト
ADM-261問題集でService Cloud Consultant高確率練習問題集
ADM-261認証試験は、105分以内に完了する必要がある60の複数選択質問で構成されています。この試験では、サービスクラウドの構成、ケース管理、サポートプロセス、ナレッジマネジメント、分析など、さまざまなトピックをカバーしています。成功した候補者は、サービスクラウドアプリケーションを構成および管理する能力を実証し、顧客を効果的にサポートし、ケースを管理するために必要なスキルを持っています。この認定は、Salesforceコミュニティ内で高く評価されており、専門家がSalesforce Administrationの分野でキャリアを前進させるのに役立ちます。
質問 # 30
Whatcan universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Enable templates for written responses.
- B. Streamline the agent interface.
- C. Implement teamproductivity dashboards.
- D. Offer supports through Facebook and twitter.
正解：A、B
質問 # 31
Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containersneed in order to gather this information? Choose 3 answers
- A. Chat log history
- B. Entitlements
- C. Automatic Call Distributor (ACD)
- D. Workflow Management (WFM)
- E. Interactive Voice Response (IVR)
正解：C、D
質問 # 32
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the bestsolution?
- A. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- C. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- D. Create case page layouts for each interaction channel and assign them to different agent profiles.
正解：A
質問 # 33
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the qualityof the articles? Choose 2 answers
- A. Report on the articles attached to cases
- B. Report on the articles followed in Chatter
- C. Report on agent feedback on articles
- D. Report on agent ratings on articles
正解：A、D
質問 # 34
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. First contact resolution
- B. Escalation rate
- C. Average speed to answer
- D. Average handle time
正解：A、D
質問 # 35
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.
- A. Implement Service Cloud console to support agents
- B. Implement Salesforce Knowledge on a portal
- C. Leverage Live Agent for web-based chat
- D. Enable service contracts and entitlements
正解：B、C
質問 # 36
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits torelated objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom view on the Case tab.
- B. Create a custom report.
- C. Create a custom Visualforce page.
- D. Create a custom related list on the case.
正解：C
質問 # 37
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Omni-Channel Routing Model as Most Available.
- B. Configure Case AssignmentRules to use Queues.
- C. Configure Omni-Channel Routing Model as Least Active.
- D. Configure Case Assignment Rules to use Users.
正解：A
質問 # 38
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailablefor approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
- A. Send routine status updates to customers via Chatter during the upgrade.
- B. Replace the default outage page with a custom page containing upgrade information.
- C. Publish ongoing updates to the community knowledge base with details about the upgrade.
- D. Communicate information about the upgrade to customers in advance.
- E. Notify customers once the upgrade is completed and full services are restored.
正解：B、D、E
質問 # 39
A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case snapshot report type.
- B. Create a report using the case historical trending reporttype.
- C. Create a report using the case lifecycle report type.
- D. Create a report using the case age report type.
正解：C
質問 # 40
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Order Fulfillment
- B. Enterprise Resource Planning (ERP)
- C. Telephony
- D. Marketing
正解：A
質問 # 41
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
- A. Assign users to a Permission Set granting the Service User license.
- B. Assign users to a Public Group with access to the service console app.
- C. Assign users to a Permission Set with access to the service console app.
- D. Assign users the Service User license on their User record.
正解：C、D
質問 # 42
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Knowledge articles can be created from Answers
- B. Escalate a question to a case
- C. Answers can be exposed to partner portal users
- D. Select best answers for questions.
- E. External users can subscribe to Answers
正解：A、B、D
質問 # 43
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
- A. Service level agreement
- B. First call resolution
- C. Customer satisfaction survey
- D. Average handle time
正解：B、C
質問 # 44
The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?
- A. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- B. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- C. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
正解：A
質問 # 45
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Enable Work Orders.
- B. Set up Milestones.
- C. Create an Entitlement Process.
- D. Configure Service Contracts.
正解：B、C
質問 # 46
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove dashboards based onlong-running reports.
- B. Remove date boundaries from filter criteria.
- C. Remove formula fields from filter criteria.
- D. Remove unnecessary columns from the reports.
正解：C
質問 # 47
Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?
- A. Contact Salesforce to have Omni Channelenabled.
- B. Assign Users to Omni Channel permissions.
- C. Assign Users to the Omni Channel Feature License.
- D. Enable Omni Channel in Setup.
正解：D
質問 # 48
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Enable Keyboard shortcuts
- B. Configure Macros
- C. Define criteria-based record page components
- D. Create multiple Console layouts
正解：A
質問 # 49
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultantrecommend? Choose 2 answers
- A. Use Lightning Connect to connect and access data in real-time from the billing system.
- B. Import payment data into Salesforce and add to the contact page layout as a related list.
- C. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- D. Create a custom tab of type URL that displays a search page from the billing system.
正解：C、D
質問 # 50
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Service Cloudは、組織が顧客サービスの運用を合理化し、顧客体験を向上させることができる強力なプラットフォームです。ADM-261試験では、ケース管理、ナレッジ管理、サービスレベル契約（SLA）、コンタクトセンターアナリティクスなど、Service Cloudに関連する幅広いトピックがカバーされます。候補者は、これらの機能を調整およびカスタマイズして、組織と顧客のニーズに対応できる能力を証明する必要があります。
Salesforce ADM-261 試験を受験するには、Salesforceプラットフォームとその機能について十分な理解が必要です。また、Service Cloudプラットフォームでの作業経験があり、その機能や能力に精通している必要があります。この試験は60問の多肢選択問題から構成され、制限時間は90分です。試験に合格するには、少なくとも65％のスコアを取得する必要があります。試験に合格すると、Salesforce Certified Service Cloud Administrationの資格を取得し、Service Cloudプラットフォームの管理における専門知識を示すことができます。この認定を取得することで、個人は収入増加の機会を得たり、キャリアをアドバンスしたり、Salesforceコミュニティ内で認知されることができます。
ADM-261リアルな問題と知能問題集：https://www.passtest.jp/Salesforce/ADM-261-shiken.html
合格できるADM-261試験と最新ADM-261試験問題集PDF2024：https://drive.google.com/open?id=10ZFwvY-tGCrQ_pjxrA5EjD9W9xMJh6dV