[2024年08月19日] 365日更新、有効なADX261知能問題集
ベスト品質のADX261試験問題集でSalesforceテスト高得点を目指そう
Salesforce ADX261試験は、105分以内に60問の多肢選択問題に回答する必要があります。問題は、ケースエスカレーション、データ管理、レポートやダッシュボードなどのService Cloudの管理やメンテナンスに関する知識をテストするように設計されています。試験に合格するには、少なくとも65％のスコアを取得する必要があります。試験に合格すると、Salesforce Certified Service Cloud Consultant認定を受け取ることができます。これにより、Service Cloudの管理や構成におけるあなたの専門知識が認定されます。
質問 # 37
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Case Feed
- B. Next Best Actions
- C. Push Notifications
- D. Omni-channel Supervisor
正解：D
解説：
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview
質問 # 38
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
- A. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
- B. Gather organizational vision, map processes, plan for user feedback, and define metrics.
- C. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
正解：C
解説：
In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback. This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback.
質問 # 39
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
- A. Extremen Programming
- B. Lean Development
- C. Scrum
- D. Kanban
正解：D
解説：
Kanban is the recommended methodology to meet the requirements, because it allows CK to optimize its development process by visualizing the workflow, limiting the work in progress, and improving efficiency and quality. Kanban is a method that uses a board with columns and cards to represent the stages and tasks of a project, and helps teams monitor and manage their work flow. Kanban also encourages teams to limit the amount of work in each stage based on their capacity and bandwidth, and to focus on delivering value to customers. Verified Reference: : Kanban Methodology
質問 # 40
What is a common deflection technique to reduce the number of interactions for a contact center?
- A. Suggest articles for an Email-ta-Case question.
- B. Recommend articles during a call from a support agent.
- C. Recommend articles prior to a Chat session.
正解：C
解説：
A common deflection technique in contact centers is to provide self-service options like Knowledge articles before a customer engages in a more resource-intensive interaction, such as a chat session. By recommending relevant articles before the chat begins, customers may find answers to their questions without needing to speak with an agent, effectively reducing the volume of interactions and improving the efficiency of the contact center.
質問 # 41
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. Omni-Channel
- C. Case Escalation
- D. Entitlements
正解：D
質問 # 42
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?
- A. Reduced issue resolution time
- B. Reduced first contact resolution time
- C. Reduced post-interaction time
正解：A
解説：
Adopting a Knowledge Centered Support (KCS) methodology can lead to reduced issue resolution time as a key benefit. KCS emphasizes the creation, maintenance, and effective use of a knowledge base, enabling faster access to solutions and reducing the time needed to resolve customer issues.
質問 # 43
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers
- A. Enable and configure wildcards for article searches
- B. Set up an intuitive Data Category hierarchy
- C. Require that an article be added when closing a case
- D. Restrict the Manage Articles user permission
正解：A、B
解説：
These are two actions that can address the lack of quality checking in the Knowledge One widget in the Salesforce Console. Setting up an intuitive Data Category hierarchy is an action that can help organize and filter knowledge articles by topic or type. Data Categories can help agents find relevant articles based on their search criteria or case information. Enabling and configuring wildcards for article searches is an action that can help improve the accuracy and flexibility of article searches. Wildcards are symbols that can be used to replace one or more characters in a search term, such as * or ?. Wildcards can help agents find articles that match partial or variant words. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_manage.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_search_wildcards.htm&type=5
質問 # 44
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?
- A. Incident Management
- B. Workforce Engagement
- C. Field Service
- D. Visual Remote Assistant
正解：C
解説：
Field Service is the recommended solution for Ursa Major Solar because it allows them to manage mobile workforces, optimize schedules and routes, and dispatch technicians based on skills and location. Field Service also integrates with voice channels and provides real-time visibility into service delivery1 Verified Reference: 1: Field Service Overview
質問 # 45
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
- A. Omni channel
- B. Contact Requests
- C. Mobile connect
- D. field service
正解：D
解説：
Field Service is the functionality that a consultant should recommend to schedule technicians for repair services when an agent is unable to solve a customer problem via call center. Field Service is a product that allows you to manage your mobile workforce and deliver onsite service to your customers. Field Service can be used to create work orders, schedule appointments, dispatch technicians, track service delivery, and optimize routes. Field Service can also be integrated with other Service Cloud features, such as cases, entitlements, knowledge, or chat. Verified Reference: [Service Cloud Consultant Certification Guide & Tips], Field Service Overview
質問 # 46
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?
- A. AppExchange package
- B. Messaging for Web
- C. Einstein Bots
正解：B
解説：
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
質問 # 47
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Set article Org Wide Default to Public ReadWrite.
- B. Grant Authors access to the FaQ record type
- C. Add Authors to the FaQ Data Category.
- D. Grant Authors access to the FAQ article type.
正解：B
解説：
After migrating from Knowledge to Lightning Knowledge, Authors need to have access to the record types associated with the article types they want to create. Granting Authors access to the FAQ record type will allow them to create FAQ articles in Lightning Knowledge. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration_record_types.htm&type=5
質問 # 48
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report has a standard Report Type.
- B. The report chart is added to the Page Layout.
- C. The report is shared with a Chatter Group.
- D. The report contains a chart.
- E. The report is a Summary or Matrix report.
正解：B、D、E
質問 # 49
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
- A. Visible in Portal
- B. Read Only
- C. Read/Write
- D. Private
正解：B
質問 # 50
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. Quick Action
- B. Escalation rules
- C. Apex trigger
正解：A
解説：
For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex cases.
質問 # 51
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a utility bar of the Lightning App
- B. On the Calendar right hand panel
- C. On a record Highlights Panel
- D. On a record Activity Feed list
正解：D
質問 # 52
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Set up Email-to-Case.
- B. Add additional agents to lower average hold time.
- C. Use Assignment rules and case queues.
- D. Simplify the interactive voice response (IVR) tree.
正解：B、D
質問 # 53
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注目すべき時短になるADX261オールインワン試験ガイド：https://www.goshiken.com/Salesforce/ADX261-mondaishu.html
検証された材料は決まってこれ！ADX261：https://drive.google.com/open?id=1tnZoHOCL0ZS5GT97HHU1TBHVmyQ6DBlg