ADM-261試験無料問題集「Salesforce Service Cloud Administration 認定」

A. Track social sentiment across social media outlets

B. Configure entitlements and milestones to enforce SLAs

C. Hire more agents for the contact centers

D. Improve the training provided to existing agents

A. Salesforce Console for Service

B. Process Builder

C. Auto launch flow

D. Visualforce custom page

A. Number of cases closed by a self-service user

B. Average call handle time by team

C. Number of IVR inquiries without agent involvement

D. Number of cases created using portal

A. Create a Dashboard for each CaseTeam.

B. Create a Dashboard for each Region.

C. Create a single Dashboard with a Case Team filter.

D. Create a single Dashboard with a Region filter.

A. Create an email alert notification for Case Teams.

B. Create a casequeue for all created or updated cases.

C. Create a case report that displays all created or updated cases.

D. Create a case list view that is filtered by My Case Teams.

A. Escalated cases by account month-to-date

B. New cases opened by account channel

C. High priority cases opened by account month-to-date

D. Time spent byaccount year-to-date

A. Add conditional logic to the instructions

B. Create a formula to build the macro logic around

C. Add a formula block to the macro

D. Add multiple ELSE IF blocks after the IF block

A. Customer Community Plus

B. Customer Community

C. Lightning External Apps Starter

D. High Volume Customer Portal

A. Add these fields to the page layout and add the components to the highlights panel

B. Remove these fields from the page layout and add the fieldsto the highlights panel

C. Add the fields to the page layout and add the fields to the highlights panel.

D. Remove these fields from the page layout and add the components to the highlights panel.

A. Create an article action for each record type and assign them to each team based on their product specialization

B. Create a page layout for each article type and assign them to each team based on their product specialization

C. Create a permission set foreach record type and assign them to each team based on their product specialization

D. Create a data category for each product and assign themto each team bases on their product specialization

A. Average handle time

B. Averagespeed to answer

C. First contact resolution

D. Escalation rate

A. Verification that sample data has been loaded

B. Fund customer approval on training materials

C. Verification of the production migration checklist

D. Approval of test scripts from the business lead

A. Average call handle time by team.

B. Number of Knowledge articles created each month.

C. Number of cases created using Communities by month.

D. Number of cases closed by self-service users.

A. On the Highlights Panel of a Primary tab

B. On the left sidebar of Salesforce Classic

C. Onthe footer of the Lightning Console

D. On a new tab in the agent's browser

A. Open multiple case records as tabs and sub tabs

B. Utility Bar

C. Unique page layouts for each Case Record Type

D. Access to Knowledge Articles

A. Deliver the entire project simultaneously so as to present UC with a completed solution.

B. set a cutoff date of 1.5 months before user acceptance testing for any change requests.

C. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

D. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

A. Enforce a consistent standard of service for customer interaction

B. Capture inappropriate word usage and generate reports

C. Lower the average speed of answer (ASA)

D. Teach new agents how to handle difficult situations

A. Customer Community

B. Chatter Answers

C. Live Agent

D. Web -to -Case

E. Knowledge Base