Salesforce ADM-261試験問題集で[2022年最新] 有効な試験練習問題集解答
ADM-261問題集で掴み取れ！[最新2022]Salesforce試験合格させます
質問 159
A customer calls the service desk at UniversalContainers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the entitlement contacts related list to account records
- B. Add the entitlements related list to contact records
- C. Add the service contract related list to contact records
- D. Add the assets related list to contact records
正解: B
質問 160
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Require agents to check a box on the case when submitting a new suggested article.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Create a dashboard that includes articles submitted by agents and approved for publication.
- D. Measure and reward agents based on the number of new articles submitted for approval.
正解: C,D
質問 161
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers
- A. Live Agent
- B. Interactive Voice Response
- C. Social Customer Service
- D. Computer Telephone Integration
正解: A,C
質問 162
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Case Assignment Rules
- B. Process Builder Assignment
- C. Live Agent
- D. Omni Channel
正解: D
質問 163
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use escalation rules
- B. Use entitlements to define a process and milestones
- C. Use case teams to close
正解: B
質問 164
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 data category
- D. One .csv import file is uploaded for all article types
- E. A separate .csv import file is uploaded for each article type
正解: A,B,E
質問 165
Universal Containers needs to customize Salesforce to improve itsSupport Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Access to Knowledge Articles
- B. Unique page layouts for each Case Record Type
- C. Open multiple case records as tabs and sub tabs
- D. Utility Bar
正解: A,B
質問 166
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Implement an on demand telephony solution provided by a vendor.
- B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
正解: B
質問 167
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Products and assets associated to the case
- B. Articles appearing in the Knowledge sidebar
- C. Contract details related to the entitlement
- D. Knowledge articles attached to the case
正解: D
質問 168
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 169
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Web -to -Case
- B. Customer Community
- C. Chatter Answers
- D. Live Agent
- E. Knowledge Base
正解: B,C,E
質問 170
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. None of the above
- B. An email is automatically sent to the case owner
- C. A Workflow rules is activated
- D. An Assignment Rule is Activated
正解: B
質問 171
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. Enable service contracts and entitlements.
- C. Implement Salesforce Knowledge on a portal.
- D. Leverage Live Agent for web-based chat.
正解: C,D
質問 172
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Whichstatement is true about migrating images into Salesforce Knowledge?
- A. Include images in an .html file using the image tag and src attribute
- B. Upload the images into Salesforce prior to importing the articles
- C. Convert all images to .jpeg, as this is the only supported file type
- D. Ensure that each image does NOT exceed the maximum of 25 MB
正解: A
質問 173
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?
- A. Customer Community
- B. SOS Video Chat
- C. Salesforce Knowledge
- D. Field Service Lightning
正解: B
質問 174
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 175
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Web-to-Case
- B. Email-to-Case
- C. Salesforce for Outlook
- D. On-Demand Email-to-Case
正解: B
質問 176
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits torelated objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom report.
- B. Create a custom related list on the case.
- C. Create a custom view on the Case tab.
- D. Create a custom Visualforce page.
正解: D
質問 177
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Organize the requirements from largest to smallest.
- B. Identify the requirements needed for initial GoLive.
- C. Provide a timeline that addresses all the requirements.
- D. Prioritize the requirements based on who submitted them.
正解: B
質問 178
Universal Containers (UC) wants to implement Service Cloud usingAgile methodology. How should the consultant recommend delivering a successful implementation?
- A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
- B. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
- C. Deliver the entire project simultaneously so as to present UC with a completed solution.
- D. Generate continuous feedback from the project team, and adjust therequirements and deliverables accordingly.
正解: D
質問 179
Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report displays # of articles associated to data categories during past 2 months
- B. Create a report that display the # of articles searched during the past 2 months
- C. Report that displays # of cases with articles attached during the past 2 months
- D. Report that displays # of newarticles created during the past 2 months
正解: B,C
質問 180
Universal Containers wants to implement a new webpresence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Employee Communities with Content.
- B. Implement Customer Communities with Knowledge.
- C. Implement Partner Communities with Knowledge.
- D. Implement Customer Communities with Content.
正解: B
質問 181
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Chatter groups forcustomer
- B. Predictive dialer for outbound calls
- C. Visibility into service entitlements
- D. Mobile access to case information
正解: C,D
質問 182
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
- A. Article numbers change during migration.
- B. Attachments and .html files in Classic Knowledge are moved to the Filesobject.
- C. Approval process history migrate to Lightning Knowledge.
- D. Visualforce pages refer to Classic article types.
- E. Each article must be associated to a record type.
正解: B,C,E
質問 183
Whensupport agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Remove these fields from the page layout and add the components to the highlights panel.
- B. Add these fields to the page layout and add the components to the highlights panel
- C. Add the fields to the page layout and add the fields to the highlights panel.
- D. Remove these fields from the page layout and add the fields to the highlights panel
正解: C
質問 184
......
ADM-261試験問題集PDF正確率保証と更新された問題：https://www.goshiken.com/Salesforce/ADM-261-mondaishu.html