合格させるSalesforce ADX261テスト問題でテストエンジンとPDFを提供中
あなたをお手軽にADX261試験合格させるリアルADX261練習問題集で更新されたのは2024年04月16日
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質問 # 97
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?
- A. Create auto-response templates for Case emails.
- B. Configure a self-service Knowledge Base.
- C. Configure Skills-Based Routing for service channels.
正解：B
解説：
To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is advisable. This enables customers to find answers to their queries without needing to contact support agents directly, potentially reducing the volume of support inquiries and associated costs, while also improving customer satisfaction through quick self-resolution.
質問 # 98
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations 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 a case escalation rules to route high-priority cases directly to supervisors for resolution.
- D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
正解：B、D
質問 # 99
Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?
- A. Implement Skills-Based Routing to assign the case to experts.
- B. Add experts to an integrated Slack channel.
- C. Use Email-to-Case to send an email to experts so they can use email threads.
正解：B
解説：
Integrating a Slack channel for experts to collaborate on complex cases provides a real-time communication platform that supports quick exchange of ideas, files, and updates. This solution fosters teamwork and enables faster resolution of issues that require input from multiple experts.
質問 # 100
Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change?
- A. Data Category Visibility of Custom overrides organization-wide default sharing access.
- B. Data Categories no longer control access to articles.
- C. Data Category Visibility of All Categories provides Public Read-Only access.
正解：B
解説：
Upon enabling 'Use standard Salesforce sharing' in Knowledge Settings, it's crucial to understand that Data Category Visibility will no longer control access to articles. Instead, standard Salesforce sharing rules and permissions will govern article access, making it important to carefully configure these settings to maintain the desired level of access control and visibility based on the organization's requirements.
質問 # 101
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?
- A. Quick Actions added to the case page
- B. Actions and Recommendations component
- C. Macro to open related cases
- D. Customized case hovers
正解：D
質問 # 102
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. omni Channel
- B. Mobile Connect
- C. Field Service
- D. Contact Request
正解：C
解説：
Field Service is a Salesforce product that enables companies to manage work orders, service appointments, service resources, and service territories. It also provides features such as scheduling optimization, mobile access, and offline support. Field Service is the recommended functionality for scheduling repair service when an agent is unable to solve the customer's problem via the call center. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Field Service Overview
質問 # 103
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?
- A. Escalation rules
- B. Quick Action
- C. Apex trigger
正解：B
解説：
For agents wanting to launch a Slack Swarm for difficult cases, Quick Actions provide a straightforward and efficient way to initiate these collaborative efforts. Quick Actions can be configured to start a swarm directly from the Salesforce record, facilitating rapid cross-departmental collaboration in Slack. This approach streamlines the process of pulling in experts from various departments to work together on solving complex customer issues.
質問 # 104
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?
- A. Service Console
- B. Lightning Utility Bar
- C. Macros
- D. Quick Text
正解：C
質問 # 105
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?
- A. Case activity feed
- B. Social Post record
- C. Case Chatter feed
- D. Case notes related list
正解：B
解説：
Social Post record is where the conversations with customers on Facebook and Twitter are tracked in Salesforce. Social Post is a standard object that represents a post or comment on a social network, such as Facebook or Twitter. Social Post records can be linked to other records, such as cases, contacts, or leads, and can be viewed and managed in the Service Console. Verified Reference: : Social Post Object
質問 # 106
Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems.
Which solution should a consultant recommend for integration?
- A. Utilize an AppExchange integration package.
- B. Utilize Apex with integrated External Objects.
- C. Utilize MuleSoft to integrate the systems.
正解：C
解説：
MuleSoft, as an integration platform, offers a robust solution for connecting Salesforce Service Cloud with other systems like order fulfillment, inventory, invoicing, and financial data systems. MuleSoft's Anypoint Platform enables seamless API-led connectivity, ensuring that data flow between Salesforce and external systems is secure, efficient, and scalable. This approach supports complex integration scenarios and facilitates real-time data exchange and process automation across disparate systems.
質問 # 107
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Apex Trigger
- B. Dynamic Form
- C. Scheduled flow
- D. Quick Action
正解：D
解説：
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified Reference: 2: Create a Swarm in Slack
質問 # 108
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Assignment
- B. Entitlements and Milestones
- C. Case Escalation
- D. Salesforce Console
正解：B
解説：
Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time. You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
質問 # 109
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Lightning Process Builder
- B. Path for Cases
- C. Lightning Flow for service
- D. Interaction Log
正解：B、C
解説：
Lightning Flow for Service and Path for Cases are features that a consultant should integrate of the Service Console to assist agents in following a standardized customer dialog and getting up to speed and fully productive. These features can help guide agents through the case resolution process, as well as provide them with relevant information and actions for each stage. For example:
Lightning Flow for Service is a feature that allows you to create guided, interactive, and consistent experiences for your agents in the Service Console. Lightning Flow for Service can help automate tasks, collect data, update records, or invoke other processes based on the case context and customer needs.
Path for Cases is a feature that displays the key fields and guidance for each stage of a case lifecycle, such as new, working, escalated, or closed. Path for Cases can help agents understand what needs to be done at each stage, as well as access the required fields, actions, tips, or links.
Verified Reference: Service Cloud Consultant Certification Guide & Tips, [Lightning Flow for Service Overview], [Set Up Path]
質問 # 110
Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
- A. deg -Demand Email-to-Case
- B. Email relay
- C. Email-to-Case
正解：C
解説：
For Universal Containers, which requires all email traffic to remain within its firewall and handles a high volume of cases with attachments, Email-to-Case is the recommended solution. Email-to-Case allows emails to be converted into cases within Salesforce while keeping email data secure within the company's firewall, accommodating the need for security and efficiency in handling customer cases.
質問 # 111
Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend?
- A. Explain that community users can access the site through a web browser.
- B. Create two custom mobile apps, one for Apple and the other for Android.
- C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
正解：C
解説：
For creating a secure, branded mobile app for Experience Cloud customers, utilizing Salesforce Mobile Publisher is recommended. This tool allows for the creation of a unified mobile app compatible with both Apple and Android devices, providing a seamless experience for customers to engage with the brand, track cases, and interact with the community.
質問 # 112
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?
- A. Experience Cloud site
- B. Case Assignment Rules
- C. Embedded Chat Service
- D. Web-to-CaM
正解：C
質問 # 113
Universal Containers 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 articles types for approval.
What should a consultant recommend to automate the Approval Process?
- A. Create an autolaunched Flow.
- B. Create a Lightning Web Component action for Approval Process.
- C. Update the Approval Process to Auto-launch.
正解：A
解説：
An autolaunched Flow can automate the approval process for Salesforce Knowledge articles by triggering the submission for approval based on specific criteria, such as article type or category. This method ensures that articles requiring approval are automatically sent through the approval process, reducing the reliance on agents to remember to submit articles manually. It streamlines the publishing workflow, ensuring compliance with Knowledge-Centered Support (KCS) practices and organizational requirements.
質問 # 114
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
- A. Create a Macro to send an email with Knowledge articles.
- B. Create an auto-response rule that links to Knowledge articles.
- C. Set up the Case Deflection component to share Knowledge articles.
正解：A
解説：
To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents.
質問 # 115
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Enable Work Orders.
- B. Create an Entitlement Process.
- C. Set up Milestones.
- D. Configure Service Contracts.
正解：B、C
質問 # 116
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?
- A. Agent Detail
- B. Assigned Work
- C. Agent Work
正解：C
解説：
The "Agent Work" object is pivotal for creating Omni-Channel reports focused on monitoring agent productivity trends. This object tracks work items assigned to agents, including cases, chats, and other work types routed through Omni-Channel. By using the "Agent Work" object as the basis for a report, a consultant can analyze various metrics such as work item type, duration, status, and outcome, providing insights into individual and team performance. This information is essential for call center managers to identify productivity trends, make informed decisions to optimize workflows, and enhance overall service delivery.
質問 # 117
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ADX261リアル無料試験問題と解答：https://www.goshiken.com/Salesforce/ADX261-mondaishu.html
2024年最新の実際に出る検証済みの無料Salesforce ADX261試験問題：https://drive.google.com/open?id=1vR1LpfqbpbcToHjo0KCgkSZTi-Qr1zo7