[2023年04月]更新のADM-261認定実際の問題を提供します
更新されたのはADM-261問題集PDFでADM-261リアル有効なブレーン問題集には350問があります！
質問 # 19
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 milestones
- B. Case escalation
- C. Entitlements
- D. Omni-channel
正解：B、C、D
質問 # 20
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status ofthose inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Service Cloud portal (Customer Community)
- B. Sites
- C. Partner portal
- D. Enterprise admin
正解：B
質問 # 21
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 Types
- B. Service Console Profile Assignments
- C. Service Console Knowledge Components
- D. Data Categories and Article Actions
正解：A、C
質問 # 22
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Average speed to answer
- B. Escalation rate
- C. Average handle time
- D. First contact resolution
正解：C、D
質問 # 23
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Customrelated list
- B. Customer view of case tab
- C. Custom report
- D. Custom Visual force page
正解：D
質問 # 24
Which configuration item must be created when implementing Lightning Knowledge?
- A. Article Types
- B. File Types
- C. Attachment Types
- D. Record Types
正解：D
質問 # 25
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Implement Salesforce Knowledge on a portal.
- C. Enable service contracts and entitlements.
- D. Leverage Live Agent for web-based chat.
正解：B、D
質問 # 26
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Create a workflow rule to update the article status to Published on the article start date.
- B. Send an email reminder to update the article status to Published on the start date.
- C. Set the article publish date to automatically display the article on the start datE.
- D. Create a task related to the article with a reminder set for the article start date.
正解：C
質問 # 27
Which support channel requires the smallest amount of agent work time?
- A. Chat
- B. Web to case
- C. Webself service
- D. Email to case
正解：C
質問 # 28
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. Attachments and .html files must be referenced in a corresponding .zip file
- B. Each article must be associated to an article type
- C. A separate .csv import file is uploaded for each article type
- D. A separate .csv import file is uploaded for each data category
- E. One .csv import file is uploaded for all article types
正解：A、B、C
質問 # 29
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are notcontributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)
- A. Measure & reward agents based on the # of new articles approved for publication
- B. Require agents to check a box on case when submitting a new suggested article
- C. Create a dashboard for articlessubmitted by agents & approved for publication
- D. Measure & reward agents based on the # of new articles submitted for approval
正解：C、D
質問 # 30
Whatcan universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Enable templates for written responses.
- B. Offer supports through Facebook and twitter.
- C. Streamline the agent interface.
- D. Implement teamproductivity dashboards.
正解：A、C
質問 # 31
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. Average queue time per agent
- B. Cost per call
- C. Opportunities per channel
- D. Number of leads created
- E. Number of sales queues
正解：B、C、D
質問 # 32
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Developing a knowledge base on the experience of an individual
- B. Evolving content-based product lifecycles
- C. Rewarding learning, collaboration, sharing and improving.
- D. Creating content as a result of solving issues
正解：C、D
質問 # 33
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Abandon rate
- B. First call resolution
- C. Average handle time
- D. Average days to close
正解：A、B
質問 # 34
UniversalContainers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Migrate case data and deploy to all users at office
- B. Migrate agents to Force.com Connect Offline during deployment
- C. Deploy based on the numberof trainers available
- D. Deploy in phases using countries as pilots
正解：D
質問 # 35
UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Workforce management and customer satisfaction score
- B. Agent skill-based routing and predictive dialer
- C. Average handling time and first call resolution time
- D. Automatic call distributor and interactive voice response
正解：D
質問 # 36
Which solution can be used to improve call deflection?
- A. Knowledge base
- B. Web chat
- C. Assignment rules
- D. Case routing
- E. Community forum
正解：B
質問 # 37
A support agent has a detailed question about productfunctionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Escalation Rules
- B. Mass Email
- C. Public Groups
- D. Chatter Groups
正解：D
質問 # 38
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities cantake up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Provide a macro that will automatically create the activities when executed.
- B. Hire a certified developer to write an apex trigger that creates each new activity.
- C. Assign a single agent to create the activities on all new onboarding cases.
- D. Addan object-specific custom quick action to create new activities.
正解：A
質問 # 39
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