[Q27-Q52] ADM-261認定で究極のガイド [2022年更新]

ADM-261認定で究極のガイド [2022年更新]

ADM-261練習試験と学習ガイドは厳密検証された

質問 27
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containershas implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

• A. Have agents provide Customers with Community registration instructions when working a case.
• B. Identify active Customers and send them registration instructions via email.
• C. Have agents manually create Users when Community access is requested by Customers.
• D. Send email notifications toall Customers to join the Community.

正解: A,B

 

質問 28
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailablefor approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

• A. Notify customers once the upgrade is completed and full services are restored.
• B. Replace the default outage page with a custom page containing upgrade information.
• C. Send routine status updates to customers via Chatter during the upgrade.
• D. Publish ongoing updates to the community knowledge base with details about the upgrade.
• E. Communicate information about the upgrade to customers in advance.

正解: A,B,E

 

質問 29
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

• A. Add Live Agent to public-facing sites
• B. Implement SOS for mobile experience
• C. Createa Customer Community
• D. Utilize KCS to manage Knowledge
• E. Configure Chatter for public access

正解: A,B,D

 

質問 30
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

• A. Plan and communicate thedeployment to all users of the organization in advance.
• B. Migrate a testdeployment to a staging environment for a smoother real-life experience.
• C. Ensure all users refrain from logging into production for an entire day prior to deployment.
• D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
• E. Select a window of time when users will NOT be making changes to the organization.

正解: A,B,E

 

質問 31
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloudplatform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

• A. Waterfall
• B. Agile
• C. Kanban
• D. Force.com IDE

正解: B

 

質問 32
Which two configuration steps are required before quick actions can be used in Macros?

• A. Global Actions needs on the publisher layout.
• B. The specific quick action must be added to the case Feed.
• C. The specific quick action must be added to the case record Type.
• D. Quick Actions must be enabled in the org.

正解: B,D

 

質問 33
Universal containers is trying to reduce the amount of time support agents spend creating cases. Thenew method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

• A. Standard email to case
• B. Web to case forms
• C. On-Demand Email-to-case
• D. Omni channel routing

正解: C

 

質問 34
A customer isplanning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

• A. Related lists on the case object may be slow to populate
• B. Result may be slow when searching for records
• C. Salesforce reporting speed may be affected
• D. The Salesforce org may be slow during the data import

正解: B,C

 

質問 35
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

• A. Enable service contracts and entitlements
• B. Implement Service Cloud console to support agents
• C. Leverage Live Agent for web-based chat
• D. Implement Salesforce Knowledge on a portal

正解: C,D

 

質問 36
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 37
The Support Manager atUniversal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

• A. Create a Process Builder and Flow to change the owner onclosed cases.
• B. Create a case assignment rule to ensure cases are owned by a user when closed.
• C. Use a data tool to update the owner field on closed cases.
• D. Create a case validation rule to ensure cases are owned by a user when closed.

正解: B,C

 

質問 38
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 39
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

• A. The Run Macros Permission must be granted to users.
• B. The Run Macros Action must be on the page layout.
• C. The Macros widget or utility must be added to the console.
• D. Users must use Lightning Experience.
• E. Publisher Actions used in the macros must be on the page layout.

正解: A,D,E

 

質問 40
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

• A. Create a single data category group for each division and provide access using the role hierarchy.
• B. Create a sharing rule for each division to provide access based on criteria of the article.
• C. Create a sharing rule for each division to provide access using the role hierarchy.
• D. Create separate data category groups for each division and assign the category to a division profile.

正解: A

 

質問 41
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implementto address this concern?

• A. Collapsible Sidebar Components
• B. Multiple Monitors Components
• C. Configure Macros
• D. Console Keyboard Shortcuts

正解: C

 

質問 42
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

• A. Configure the case list under custom console components so users can view the list view along with the case view
• B. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
• C. Build a customer visual force page with the list view and assign it to the console sidebar.
• D. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console

正解: D

 

質問 43
Universal Containers wants to be able toassign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

• A. Omni-channel Skills-based routing
• B. Chat Queue-based routing
• C. Omni-channel Queue-based routing
• D. Case Skills-based Assignment Rules

正解: C

 

質問 44
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. Lightning Process Builder
• B. Interaction Log
• C. Path for Cases
• D. Lightning Row for Service

正解: B,D

 

質問 45
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 46
Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

• A. Ability to determine if a customer has escalated a case in the past
• B. Ability to specify unique service levels for each customer
• C. Ability to prompt callers for the service contract number within IVR menus
• D. Ability to enforce service levels with the time-dependent processes

正解: B,C

 

質問 47
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. Configure Case Escalation Rules.
• C. Create a Process Builder with Scheduled Actions.
• D. Define Case Auto-Response Rules.

正解: D

 

質問 48
The contact center manager at Universal Containers is concernedthat the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

• A. Skills -based routing
• B. Interactive voice response
• C. Private branch exchange
• D. Workforce management

正解: A

 

質問 49
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 50
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

• A. Create a daily snapshot report of all cases and calculate percentage of escalated cases
• B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
• C. Create a bucket field on a report to calculate the percentage of escalated cases
• D. Create a formula field on the case record to calculate percentage of escalated cases

正解: B

 

質問 51
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

• A. Assign team-based roles to the associated product data category value
• B. Assign team-based roles to the associated product article types
• C. Assign team-based profiles to the associated product article types
• D. Assign team-based profiles to the associated product data category value

正解: A

 

質問 52
......

究極のガイドはADM-261最新時間限定！今すぐダウンロード！：https://www.goshiken.com/Salesforce/ADM-261-mondaishu.html