リアルSalesforce ADX261試験問題 [更新されたのは2023年]
ADX261試験問題集で合格させるのは更新されたのは2023年年最新のAdminister and Maintain Service Cloud
質問 # 52
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Omni-Channel Routing Model as Most Available.
- B. Configure Case Assignment Rules to use Queues.
- C. Configure Omni-Channel Routing Model as Least Active.
- D. Configure Case Assignment Rules to use Users.
正解：A
質問 # 53
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report contains a chart.
- B. The report is shared with a Chatter Group.
- C. The report chart is added to the Page Layout.
- D. The report is a Summary or Matrix report.
- E. The report has a standard Report Type.
正解：A、C、D
質問 # 54
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Add conditional logic to the instructions
- B. Create a formula to build the macro logic around
- C. Add multiple ELSE IF blocks after the IF block
- D. Add a formula block to the macro
正解：B、D
質問 # 55
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
- A. The Approval Process will automatically Publish.
- B. Agents must click Publish after the Approval Process.
- C. Approve articles from the Knowledge approval page to Publish.
- D. Set the final approval action to "Lock the record for editing".
正解：B
質問 # 56
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 Age report type.
- B. Create a report using the Case Lifecycle report type.
- C. Create a report using the Case Snapshot report type.
- D. Create a report using the Case Historical Trending report type.
正解：C
質問 # 57
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Enable the knowledge sidebar related list on the case page layout.
- B. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- C. Enable the knowledge sidebar setting in the case support settings.
- D. Create a visualforce page called knowledge sidebar on the case page layout.
正解：C
質問 # 58
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
- A. Workflow
- B. Validation rule
- C. A Process Builder
- D. Assignment rule
正解：C
質問 # 59
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Change the org-wide default for cases and contacts internal access to private.
- B. Set up a sharing set to grant access based on the site member's contact record.
- C. Update the case assignment rule to add the site member to the predefined case team.
- D. Create a sharing rule to share the contact record with the site member.
正解：B
質問 # 60
Milestones can be added to which two Object types?
Choose 2 answers
- A. Account
- B. service
- C. Last
- D. Work Order
正解：C、D
質問 # 61
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Define criteria-based record page components
- B. Create multiple Console layouts
- C. Configure Macros
- D. Enable Keyboard shortcuts
正解：D
質問 # 62
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Data Category to assign an article record type to a Reviewer.
- B. Approval Process that assigns an Article to a Reviewer Queue.
- C. Knowledge Action to Publish an Article once the Article is approved.
- D. Validation Rules for article record types to verify all fields during creation.
正解：A、B
質問 # 63
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Data Category Visibility
- B. Data Category Groups
- C. Article Translation
- D. Chatter Answers
正解：A
質問 # 64
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Web-to-Case
- B. On-Demand Email-to-Case
- C. Salesforce for Outlook
- D. Email-to-Case
正解：D
質問 # 65
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Manual configuration
- B. Change Sets
- C. Mass Transfer Records
- D. Data Loader
正解：B
質問 # 66
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable article submission during case close.
- B. Enable article customization for open cases.
- C. Enable suggested articles on new cases.
- D. Create an email template to send articles as PDF attachments.
- E. Enable agents to create their own personal articles.
正解：A、C、D
質問 # 67
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Install Knowledge Base Dashboards and Reports AppExchange package.
- B. Create a group of super users that will evaluate and manage articles.
- C. Send out a monthly survey to customers requesting feedback.
- D. Contact Salesforce to send a report on article efficacy.
正解：A
質問 # 68
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Define separate Record Types for Tier 1 and Tier 2
- B. Enable Omni-Channel Case assignment
- C. Configure a Visual Flow Troubleshooting Action
- D. Implement Lightning Guided Engagement
正解：D
質問 # 69
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Social Customer Service
- B. Chat
- C. Email-to-case
- D. Web-to-case
正解：C
質問 # 70
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Service Console Macros
- B. Lightning Flow Component
- C. Lightning Guided Engagement
- D. Path for Cases
正解：C
質問 # 71
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Lightning Flow for service
- B. Interaction Log
- C. Lightning Process Builder
- D. Path for Cases
正解：A、B
質問 # 72
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