Salesforce ADM-261豪華セット学習ガイドにはオンライン試験エンジン
ADM-261問題集レビュー専門クイズ学習材料
質問 40
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Add the Entitlements related list to the Account Page Layout.
- B. Configure Assignment Rules based on Case Priority.
- C. Create a Report of all active Entitlements grouped by Customers.
- D. Configure Success, Warning, and Violation Actions for Milestones.
正解: A,B
質問 41
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Customer view of case tab
- B. Customrelated list
- C. Custom report
- D. Custom Visual force page
正解: D
質問 42
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which featurecombination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- B. Escalation Rules, Queues, Chatter Groups, Omni-Channel
- C. Escalation Rules, Queues, Public Groups, Live Agent
- D. Case Assignment Rules, Queues, Chatter Groups, Live Agent
正解: A
質問 43
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. Follow the SMEs to receive automatic updates when they add case comments
- B. Use hashtag (#) to track the customer case and SMEs comments
- C. Bookmark all the comments related to the issue from SMEs
- D. @mention the SMEs on the case Chatter feed and follow the case
正解: D
質問 44
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Lightning External Apps Starter
- B. Customer Community Plus
- C. High Volume Customer Portal
- D. Customer Community
正解: D
質問 45
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Macros
- B. Omni-Channel
- C. Chatter
- D. Quick Text
- E. Publisher Actions
正解: A,D,E
質問 46
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
- A. Import payment data into Salesforce and add to the contact page layout related list
- B. Create a custom web serviceto handle invoice inserts and updates from the billing system
- C. Create a custom tab of type URL that displays a search page from the billing system
- D. Create a Visualforce page that retrieves payment information via a Web Service call-out
正解: D
質問 47
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can embed API calls and processes on web pages to automate call handling processes.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Developers can integrate with any telephony platform available with little to no need for customization.
- D. Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.
正解: A,B
質問 48
Ifa 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. Enable Omni-Channel Case assignment
- B. Configure a Visual Flow Troubleshooting Action
- C. Implement Lightning Guided Engagement
- D. Define separate Record Types for Tier 1 and Tier 2
正解: B,C
質問 49
Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Review existing cases for an account.
- B. Run and view Salesforce reports.
- C. Post report information on Chatter.
- D. Update case data for a customer.
正解: A,B
質問 50
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of themigration strategy?
- A. Verify that each article type has field level security on all fields set to read-only prior toimport, in order to prevent any loss of data.
- B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
正解: D
質問 51
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers
- A. Ensure each laptop has a modern browser installed.
- B. Allow the user to log into Live Agent from multiple browsers.
- C. Add additional components to the Lightning console.
- D. Coach users on minimizing open console tabs.
正解: A,D
質問 52
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Upload the data into Salesforce and then run data cleansing tools.
- B. Use the Salesforce data loader to load and cleanse the data.
- C. Use the Salesforce import wizard to load and cleanse the data.
- D. Cleanse the data outside of Satesfbrce and then migrate thedata.
正解: D
質問 53
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Increase the Call-to-Order ratio
- B. Use suggested Knowledge articles
- C. Use integrated voice response
- D. Bypass entitlement verification
正解: B,C
質問 54
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles in a public knowledge base.
- B. Display articles with HTML, images, and links.
- C. Publish articles to the Web using Salesforce Publisher.
- D. Display articles in Salesforce Answers.
正解: A,B
質問 55
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 56
Universal Container's customers like speaking to a live support agent on complex product issues. Thiscauses a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Open CT1
- B. Social Customer Service
- C. Embedded Chat Window
- D. Contact Requests
正解: C
質問 57
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
- A. Restore the data using the available backup.
- B. Manually update the corrupt data to correct it.
- C. Log a Data Recovery case with Salesforce Support.
- D. Use Data Loader to delete the corrupt data.
正解: C
質問 58
......
試験問題解答ブレーン問題集でADM-261試験問題集PDF問題：https://www.goshiken.com/Salesforce/ADM-261-mondaishu.html