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

出題：1

Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?

A. Create a validation rule for case survey email templates

B. Enable the case survey object for the customer portal

C. Modify the user interface settings for the case survey sidebar

D. Utilize an AppExchange package to handle customer surveys

正解：D 解答を投票する

出題：2

The Universal Containers Contact Center hasCustomer Support Agents who speakSpanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

A. Case Auto -Response Rules

B. Omni -Channel

C. Case Assignment Rules

D. Visual Workflow

正解：B 解答を投票する

出題：3

Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Set up analytical snapshots to capture key case information and create historical trending reports.

B. Set up a Salesforce Customer Community that will allow customers to create cases online.

C. Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.

D. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

正解：B,C 解答を投票する

出題：4

Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.

A. Deliver training on case handling for contingent staff.

B. Route cases to agents in an alternate center.

C. Disable the Interactive Voice Response (IVR) system.

D. Monitor service level agreements (SLAs) and notify customers.

E. Update thecase status field values.

正解：A,B,D 解答を投票する

出題：5

Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customersatisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

A. Reduce the cost per call

B. Align agent performance goals with KPIs

C. Hire additional support agents

D. Train support agents

正解：B,D 解答を投票する

出題：6

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

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.

正解：C,D 解答を投票する

出題：7

Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?

A. Assign users a permission with access to the service console app

B. Assign user topublic group with access to the service console app

C. Assign users a profile with access to the service console app

D. Assign users a sharing rule with access to the service console app

正解：A,C 解答を投票する

出題：8

What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A. Number of solutions created by agent

B. Number of articles attached to a case

C. Number of articles created by agent

D. Numberof cases escalated by agent

正解：B,C 解答を投票する

出題：9

What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

A. Implement team productivity dashboards.

B. Streamline the agent interface.

C. Enable templates for written responses.

D. Offer supports through Facebook and twitter.

正解：B,C 解答を投票する

出題：10

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould aconsultant recommend?

A. Activate Knowledge One within the Salesforce Console for Service.

B. Create a Knowledge Visualforce component within the Salesforce Console for Service.

C. Activate Knowledge One on the case detail page.

D. Create a Knowledge Visualforce component on the case detail page.

正解：A 解答を投票する

出題：11

What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

A. Use suggested Knowledgearticles

B. Increase the Call-to-Order ratio

C. Use integrated voiceresponse

D. Bypass entitlement verification

正解：A,C 解答を投票する

出題：12

Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A. Case queues

B. Case custom reports

C. Caseassignment rules

D. Case dashboards

正解：A,C 解答を投票する

出題：13

Universal Container'sagent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

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

正解：B,C 解答を投票する

出題：14

When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

A. Activate data validation rules

B. Data Normalization

C. Data Cleansing

D. Data mapping

正解：C,D 解答を投票する

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