ADM-261の無料問題集（359題）、ADM-261認定試験参考書

Salesforce ADM-261 問題集

試験コード：ADM-261

試験名称：Service Cloud Administration

最近更新時間：2025-02-18

問題と解答：全359問

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質問 1：
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?
A. Lightning Guided Engagement
B. Service Console Macros
C. Path for Cases
D. Lightning Flow Component
正解：A

質問 2：
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should becompleted prior to UAT? (Choose 2)
A. Fund customer approval on training materials
B. Verification that sample data has been loaded
C. Verification of the production migration checklist
D. Approval of test scripts from the business lead
正解：B,D

質問 3：
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP ofCustomer Service wants to use Service Cloud to track and ensure senior management isalerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
A. Entitlements and Milestones
B. Salesforce Console
C. Case Escalation
D. Case Assignment
正解：A

質問 4：
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
A. Creating content as aresult of solving issues
B. Rewarding learning, collaboration, sharing and improving.
C. Evolving content-based product lifecycles
D. Developing a knowledge base on the experience of an individual
正解：A,B

質問 5：
Universal Containers Call Center Agents have limited visibility to customer supportlevels, resulting in inconsistent response times andlengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
A. Create a Report of all active Entitlements grouped by Customers.
B. Configure AssignmentRules based on Case Priority.
C. Configure Success, Warning, and Violation Actions for Milestones.
D. Add the Entitlements related list to the Account Page Layout.
正解：B,D

質問 6：
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
A. Number of cases created sorted by order
B. Number of solutions created per agent
C. Number of cases in each status
D. Number of cases by type by owner
正解：A,D

質問 7：
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers
A. Optimize queries to reduce thescope of Cases included with each search.
B. Write an Apex trigger that deletes one case eachtime a new case is created.
C. Create a data retention plan that archives or purges Cases at regular intervals.
D. Ask contact center managers to review data each quarter to possibly delete.
正解：A,C

質問 8：
Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?
A. Create a formula field on the case record to calculate percentage of escalated cases
B. Create abucket field on a report to calculate the percentage of escalated cases
C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
正解：C

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Salesforce Service Cloud Administration 認定 ADM-261 試験問題:

1. To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended tomeet this objective?

A) Assign article managers to publication teams and specific publication states to each team.
B) Assign article managers to public groups and specificpublication states to each group.
C) Assign article managers to public groups and specific article actions to each group.
D) Assign article managers to publication teams and specific article actions to each team.

2. Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?

A) Open CT1
B) Embedded Chat Window
C) Contact Requests
D) Social Customer Service

3. Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to beunavailable for 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) Send routine status updates to customers via Chatter during the upgrade.
B) Notify customers once the upgrade is completed and full services are restored.
C) Replace the defaultoutage page with a custom page containing upgrade information.
D) Publish ongoing updates to the community knowledge base with details about the upgrade.
E) Communicate information about the upgrade to customers in advance.

4. Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

A) Enable social profile and add assignment rules to the case object
B) Enable social profile and add workflow rules to the contact object
C) Use the routing queues provided with Salesforce for Twitter and Facebook
D) Use Twitter-to-Case and add workflow rules to the case object

5. Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

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

質問と回答：

質問 # 1
正解： C

質問 # 2
正解： B

質問 # 3
正解： B、C、E

質問 # 4
正解： A

質問 # 5
正解： C