[2024年11月07日] 最新版を今すぐ試そうADM-261練習テスト問題解答
ADM-261問題集と試験テストエンジン
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。
質問 # 153
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. A knowledge management system
- B. A third -party mobile application platform
- C. An enterprise resource planning system
- D. A workforce management system
正解：C
質問 # 154
A manager has noticed an increase in average case age. This is negatively impacting 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 age report type.
- B. Create a report using the case snapshot report type.
- C. Create a report usingthe case historical trending report type.
- D. Create a report using the case lifecycle report type.
正解：D
質問 # 155
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent role for each channel grouping.
- B. Create an agent profile foreach channel grouping.
- C. Create a service cloud console to support all channel groupings.
- D. Create a unique case page layout for each channel grouping.
正解：D
質問 # 156
Universal Container's customers like speaking to a live support agent on complex product issues. Thiscauses a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Open CT1
- B. Embedded Chat Window
- C. Social Customer Service
- D. Contact Requests
正解：B
質問 # 157
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part ofthe solution?
- A. A mashup integration on the Account page to a third-party mapping service
- B. A Web Service call-out that retrieves map details from the backend system
- C. An outbound message to a middleware platform to provide map details
- D. A custom tab of type URL that displays a map image of customer location
正解：A
質問 # 158
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Enable the Service Cloud Console and Knowledge sidebar for agents.
- B. Enable and use Chatter feed tracking onthe case object.
- C. Create case teams and introduce swarming to resolve cases.
- D. Create escalation rules to re-assign cases after SLAs have expired.
正解：B、C
質問 # 159
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Recommend articles during a call for a support agent
- B. Recommend articles prior to a Live Agent session
- C. Suggest articles for an email-to-case question
- D. Suggest articles for a web-to-case question
正解：B、D
質問 # 160
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
- A. To provide information planning planned maintenance
- B. To provide live support for system and data backup
- C. To provide online security threat information
- D. To provide best practices for continuity plans
- E. To provide live and historical data on system performance
正解：A、C、E
質問 # 161
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
- A. Omni-Channel
- B. Article Types
- C. Record Types
- D. Support Processes
- E. Page Layouts
正解：A、C、D
質問 # 162
Universal containers is trying to reduce the amount of time support agents spend creating cases. Thenew method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. On-Demand Email-to-case
- B. Omni channel routing
- C. Standard email to case
- D. Web to case forms
正解：A
質問 # 163
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Whatmetric should a contact center manager use to analyze this?
- A. Percent of cases closed on first contact
- B. Percent of cases closed with chatter posts
- C. Percent of cases closed with an attached article
- D. Percent of cases closed meeting the defined SLA
正解：D
質問 # 164
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footercomponents in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat feature license.
- B. Verify that users have access to the chat public group.
- C. Verify that users have access to the chat buttons.
- D. Verify that users are assigned the chat user profile.
正解：A
質問 # 165
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Measure and reward agents based on the number of new articles approved for publication.
- B. Create a dashboard that includes articles submitted by agents and approved for publication.
- C. Measure and reward agents based on the number of new articles submitted for approval.
- D. Require agents to check a box on the case when submitting a new suggested article.
正解：B、C
質問 # 166
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of solutions created by agent
- B. Number of articles created by agent
- C. Numberof cases escalated by agent
- D. Number of articles attached to a case
正解：B、D
質問 # 167
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents inreal time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Visual Workflow
- B. Omni-Channel
- C. Case Assignment Rules
- D. Case Auto-Response Rules
正解：B
質問 # 168
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers
- A. Approval Processes
- B. Record Types
- C. Support Processes
- D. Support Types
正解：B、C
質問 # 169
Auto Response rules work on which objects?
- A. Accounts and Cases
- B. Accounts and Opportunity
- C. Leads and accounts
- D. Leads and Cases
正解：D
質問 # 170
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
- A. On-demand email to case with sites
- B. On-demand email to case
- C. Email to care with Site
- D. Email to case with web to case
正解：D
質問 # 171
Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Review existing cases for an account.
- B. Post report information on Chatter.
- C. Run and view Salesforce reports.
- D. Update case data for a customer.
正解：A、C
質問 # 172
In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Partial sandbox for the DR exercise
- B. Allow the exercise to be done in a Production instance
- C. Use aFull copy sandbox for the DR exercise
- D. Use a Developer Pro sandbox for the DR exercise
正解：C
質問 # 173
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
- A. Is available for users in the partner portal
- B. Indicates when records and lists are changed by others
- C. Displays records and their related items as tabs on one screen
- D. Allows Chatter Messenger to be used between agents
正解：C、D
質問 # 174
A Service Manager has just configured Live Agent at a company site. Now,the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. verify that users have access to the Live Agent chat buttons.
- B. Verify that users are assigned the Live Agent user profile.
- C. Verify that users have access to the Live Agent public group.
- D. Verify that users are assigned the Live Agent feature license.
正解：B
質問 # 175
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Web-to-Case
- B. Salesforce for Outlook
- C. On-Demand Email-to-Case
- D. Email-to-Case
正解：D
質問 # 176
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2024年最新のPassTest ADM-261のPDFで最近更新された問題です：https://www.passtest.jp/Salesforce/ADM-261-shiken.html
Salesforce ADM-261問題集にはリアル試験問題解答：https://drive.google.com/open?id=14yVDqPphAFsSNk4hEVxR_u64ZXC2JKFS