ADM-261試験無料問題集（359題）「Salesforce Service Cloud Administration 認定」

出題：1

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 Public Group with access to the service console app.

B. Assign users to a Permission Set with access to the service console app.

C. Assign users the Service User license on their User record.

D. Assign users to a Permission Set granting the Service User license.

正解：B,C 解答を投票する

出題：2

Due to arecent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A. Set up a customer survey for customers calling in to identify the severity and impact of the recall.

B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

C. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.

D. Set up IVR with an automated response for customersaffected by the recall to defect calls.

正解：D 解答を投票する

出題：3

A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

A. Number of successful keyword searches.

B. Number of content packs attached to cases.

C. Number of Chatter files attached to cases.

D. Number of published article views.

E. Number of articles associated to cases.

正解：A,C,E 解答を投票する

出題：4

Which search mechanism should be used to find case comments fromwithin the lightning service console?

A. Comments list view

B. Comment search component

C. Global search

D. Search utility component

正解：C 解答を投票する

出題：5

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

A. Prioritize the requirements based on who submitted them.

B. Identify the requirements needed for initial GoLive.

C. Organize the requirements from largest to smallest.

D. Provide a timeline that addresses all the requirements.

正解：B 解答を投票する

出題：6

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

A. Service level agreement

B. Average handle time

C. Customer satisfaction survey

D. First call resolution

正解：C,D 解答を投票する

出題：7

A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

A. Case Assignment Rules, Queues, Public Groups, Omni-Channel

B. Escalation Rules, Queues, Chatter Groups, Omni-Channel

C. Case Assignment Rules, Queues, Chatter Groups, Live Agent

D. Escalation Rules, Queues, Public Groups, Live Agent

正解：A 解答を投票する

出題：8

What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

A. Plan and communicate the deployment to all users of the organization in advance.

B. Ensure all users refrain from logging into production for an entire day prior to deployment.

C. Migrate atest deployment to a stagingenvironment for a smoother real-life experience.

D. Select a window of time when users will NOT be making changes to the organization.

E. Ensure that at least 60% of the code is covered by unit tests before deploying to production.

正解：A,C,D 解答を投票する

出題：9

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A. Use auto-response rules to send an email to the customer

B. Use escalation rules to assign the case to a case queue

C. Use assignment rules toassign the case to a case queue

D. Use workflow rules to send an email to the customer

正解：D 解答を投票する

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