2022年最新のに更新された検証済みの合格させるADM-261学習ガイドベスト問題集を使おう Courses
究極なガイドはADM-261最新版限定公開
質問 197
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Marketing
- B. Telephony
- C. Order Fulfillment
- D. Enterprise Resource Planning (ERP)
正解: C
質問 198
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Visualforce page APEX SOAP async callout
- B. Schedule batch Apex processing job
- C. Workflow-driven outbound messaging
- D. RESTful services with GET, POST, or PUT
正解: C
質問 199
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Solution
- B. Attachments
- C. Event
- D. Account
正解: B,C
質問 200
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in forsupport. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- B. Set up a Salesforce Customer Community that will allow customers to create casesonline.
- C. Set up analytical snapshots to capture key case information and create historical trending reports.
- D. Create a case escalation rulesto route high-priority cases directly to supervisors for resolution.
正解: A,B
質問 201
What is thecapability of case feed?
- A. Switch from case feed to standard detail pages using a console component
- B. Enable call control using the CTI case feed publisher.
- C. Add custom visual force pages to the case feed page layout.
- D. Embed case feed functionality within a visual force page.
正解: D
質問 202
Sales engineer needs visibility to list field edits, emails, case comments, andrelated objects on ONE page. How can this be achieved?
- A. Custom related list
- B. Customer view of case tab
- C. Custom report
- D. Custom Visual force page
正解: D
質問 203
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Data Categories and Article Actions
- B. Service Console Knowledge Components
- C. Data Categories and Article Types
- D. Service Console Profile Assignments
正解: B,C
質問 204
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Salesforce Knowledgebase
- B. Field Service Lightning
- C. Chatter Groups
- D. Service Cloud SOS
正解: B,D
質問 205
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Email Alert
- B. Email Template
- C. Email Relay
- D. Assignment Rule
- E. Workfl
正解: A,B,E
質問 206
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Plan, Prepare, Validate, Execute, Test
- B. Prepare, Plan, Validate, Execute, Test
- C. Plan, Prepare, Test, Execute, Validate
- D. Prepare, Plan, Test, Execute, Validate
正解: A
質問 207
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. Ensure each laptop has a modern browser installed.
- B. Allow the user to log into Live Agent from multiple browsers.
- C. Add additional components to the Lightning console.
- D. Coach users on minimizing open console tabs.
正解: A,D
質問 208
What are two benefits of deploying Knowledge in Customer Communities?
- A. Eliminates tracking of customer entitlements
- B. Reducesincoming call volume
- C. Replaces the need for an email channel
- D. Uncovers gap in the knowledge base
正解: B,C
質問 209
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 usingthe case historical trending report type.
- C. Create a report using the case age report type.
- D. Create a report using the case snapshot report type.
正解: A
質問 210
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Integrate Facebook to its existing Customer Community.
- B. Create a Lightning Platform app for Facebook monitoring.
- C. Enable Salesforce social profile on contacts.
- D. Enable Social Customer Service.
正解: C
質問 211
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.
- A. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- B. Create two articletypes to display information (Question/Answer, Product Info).
- C. Create three article types for each product area (Personal Banking, Mortgage, CD).
- D. Create two data categories to display information (Question/Answer, Product Info).
正解: A,B
質問 212
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Opportunities per channel
- B. Number of leads created
- C. Number of sales queues
- D. Cost per call
- E. Average queue time per agent
正解: A,B,D
質問 213
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking toevaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Create a group of super users that will evaluate and manage articles.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Send out a monthly survey to customers requesting feedback.
- D. Contact Salesforce to send a report on article efficacy.
正解: B
質問 214
Universal Containers is exploring ways to provide its customers with more self-service options inits new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Add the Question action to Chatter in the community publisher.
- B. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Enable web -to -case on their public website.
正解: A,C
質問 215
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. System software restore after an outage
- B. Highly available telecom solution
- C. Periodic maintenance windows
- D. Server hardware infrastructure rebuilds
正解: B,C
質問 216
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footercomponents in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat user profile.
- B. Verify that users have access to the chat buttons.
- C. Verify that users are assigned the chat feature license.
- D. Verify that users have access to the chat public group.
正解: C
質問 217
Universal Containers has Technical Support andgeneral 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. Assignusers 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
質問 218
Auto Response rules work on which objects?
- A. Leads and Cases
- B. Leads and accounts
- C. Accounts and Opportunity
- D. Accounts and Cases
正解: A
質問 219
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create amatrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
正解: C
質問 220
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問題集で返金保証付きのADM-261承認済み問題集：https://www.goshiken.com/Salesforce/ADM-261-mondaishu.html