ADX261試験無料問題集（199題）「Salesforce Administer and Maintain Service Cloud 認定」

出題：1

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?

A. An organization-wide default of Public Read/Write on the Case object

B. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

C. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

正解：B 解答を投票する

出題：2

Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?

A. Build a Screen Flow.

B. Create an Einstein Bot.

C. Configure a Visual Remote Assistant.

正解：B 解答を投票する

出題：3

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?

A. Waterfall

B. Agile

C. Hybrid

正解：B 解答を投票する

出題：4

Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system.
Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?

A. Create a dynamic action that launches the ERP system with a deep link to the order locator.

B. Use Salesforce Connect and External Objects to represent this information in Salesforce.

C. Create a batch integration process that runs hourly to pull all order updates into Salesforce

正解：B 解答を投票する

出題：5

Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?

A. Define entitlements and milestones.

B. Implement Lightning flow with time-based actions.

C. Enable and configure Omni-Channel routing.

正解：A 解答を投票する

出題：6

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 report type should the consultant recommend when creating a report?

A. Use the Case Lifecycle report type.

B. Use the Case Historical Trending report type.

C. Use the Cases with Milestones report type.

正解：A 解答を投票する

出題：7

Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted.
Which feature should the consultant recommend?

A. Build a joined report.

B. Build a custom report type.

C. Build a dashboard.

正解：B 解答を投票する

出題：8

Universal Containers (UC) is coaching new service agents to improve their productivity and service quality. The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case.
Which solution should the consultant advise that service supervisors use to meet these requirements?

A. Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.

B. Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT.

C. Set up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.

正解：C 解答を投票する

出題：9

Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the Approval Process.
What should a consultant recommend to meet the requirement?

A. Use a record-triggered flow to determine when article approvals are needed.

B. Use a scheduled action to determine when article approvals are needed.

C. Use a record-triggered flow to submit all articles for approval.

正解：C 解答を投票する

出題：10

Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?

A. Implement an Apex solution.

B. Use custom case assignment rules.

C. Use a third-party app from AppExchange.

正解：C 解答を投票する

ADX261試験無料問題集「Salesforce Administer and Maintain Service Cloud 認定」