完全版ADM-261練習テスト350特別な問題と解答が待ってます！
Service Cloud Consultant問題集でADM-261試験完全版問題で試験学習ガイド
質問 158
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers
- A. Optimize queries to reduce the scope of Cases included with each search.
- B. Write an Apex trigger that deletes one case each time a new case is created.
- C. Ask contact center managers to review data each quarter to possiblydelete.
- D. Create a data retention plan that archives or purges Cases at regular intervals.
正解: A,D
質問 159
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. Server hardware infrastructure rebuilds
- B. Highly available telecom solution
- C. Periodic maintenance windows
- D. System software restore after an outage
正解: B,C
質問 160
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Service Cloud Console
- B. Automatic CallDistribution
- C. Knowledge Base
- D. Customer Community
正解: C,D
質問 161
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Case escalation
- B. Case milestones
- C. Omni-channel
- D. Entitlements
正解: A,C,D
質問 162
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copyand making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Developer Pro sandbox for the DR exercise
- B. Use a Full copy sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Partial sandbox for the DR exercise
正解: B
質問 163
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Returns a link that returns a post with the samereference
- B. Deletes posts
- C. Tag another chatter user
正解: A
質問 164
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
- A. Create a case report to show the number of cases for each tier and sort them by case owner.
- B. Create an approval process to ensure only the appropriate cases get escalated.
- C. Create a custom trigger to generate history when cases get escalated between tiers.
- D. Create a case report to show all cases across tiers filtered by an escalation flag.
正解: D
質問 165
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultantintegrate into the Service Console? Choose 2 answers
- A. Interaction Log
- B. Lightning Process Builder
- C. Lightning Row for Service
- D. Path for Cases
正解: A,C
質問 166
Universal containers uses social media to monitor new trends and issuesthat require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
- B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- C. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- D. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
正解: C
質問 167
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
- A. Coach users on minimizing open console tabs.
- B. Allow the user to log into Live Agent from multiple browsers.
- C. Add additional components to the Lightning console.
- D. Ensure each laptop has a modern browser installed.
正解: A,D
質問 168
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. A separate .csv import file is uploaded for each data category
- B. Attachments and .html files must be referenced in a corresponding .zip file
- C. One .csv import file is uploaded for all article types
- D. A separate .csv import file is uploaded for each article type
- E. Each article must be associated to an article type
正解: B,D,E
質問 169
Universal Containers is implementing a call centerusing CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Install CTI adapter using open CTI
- B. Configure IVR auto response
- C. Deploy Call Center Directory
- D. Assign users to a call center
- E. Configure call center definition
正解: A,D,E
質問 170
A Service Manager has just configured Live Agent at a company site. Now,the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the Live Agent feature license.
- B. verify that users have access to the Live Agent chat buttons.
- C. Verify that users have access to the Live Agent public group.
- D. Verify that users are assigned the Live Agent user profile.
正解: D
質問 171
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 reporting solution should be recommended?
- A. Create a report using the case lifecycle report type.
- B. Create a report using the case snapshot report type.
- C. Create a report usingthe case historical trending report type.
- D. Create a report using the case age report type.
正解: A
質問 172
UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Configure entitlements and milestones to enforce SLAs
- B. Hire more agents for the contact centers
- C. Improve the training provided to existing agents
- D. Track social sentiment across social media outlets
正解: B,C
質問 173
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Event
- B. Account
- C. Solution
- D. Attachments
正解: A,D
質問 174
Milestones can be added towhich three object types?
Choose 3 Answers
- A. Account
- B. Service
- C. Entitlement
- D. Work order
- E. Case
正解: C,D,E
質問 175
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs and Cases tab
- C. Case tabs with Account subtabs
- D. Account tabs with Case Subtabs
正解: A
質問 176
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Social Persona tor Twitter and Facebook.
- B. Einstein Bot social queues.
- C. Social Media Marketing message tagging.
- D. Social Customer Service for Twitter and Facebook.
正解: A
質問 177
What method can NOT beleveraged to capture Cases in addition to via the Case tab?
- A. Email to Case
- B. Customer Portal
- C. Chatter feeds
- D. Self Service Portal
正解: C
質問 178
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should aconsultant implement?
- A. Establish Case Assignment Rules.
- B. Define Case Auto-Response Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Configure Case Escalation Rules.
正解: B
質問 179
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