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：2024-12-19

問題と解答：全359問

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質問 1：
UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?
A. Enable the "History" component within the Salesforce Console for Service.
B. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
C. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
D. Enable the "Access Recent Items" user permission on the user profiles.
正解：A

質問 2：
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
A. Mass Email
B. Public Groups
C. Chatter Groups
D. Escalation Rules
正解：C

質問 3：
The Service Manager at universalContainers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
A. Create a page layout for each article type and assign them to each team based on their product specialization
B. Create a data category for each product and assign themto each team bases on their product specialization
C. Create a permission set foreach record type and assign them to each team based on their product specialization
D. Create an article action for each record type and assign them to each team based on their product specialization
正解：B

質問 4：
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?
A. Bookmark all the comments related to the issue from SMEs
B. Use hashtag (#) to track the customer case and SMEs comments
C. @mention the SMEs on the case Chatter feed and follow the case
D. Follow the SMEs to receive automatic updates when they add case comments
正解：C

質問 5：
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
A. Implement an adapter using the Telephony API.
B. Build an adapter using the telephony vendor's toolkit.
C. Implement an adapter built on Open CTI.
D. Move to a cloud -based telephony system.
正解：C

質問 6：
Which solution can be used to improve call deflection?
A. Case routing
B. Web chat
C. Community forum
D. Assignment rules
E. Knowledge base
正解：B

質問 7：
Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
A. Enable Live Agent in their community to chat with an agent.
B. Enable web -to -case on theirpublic website.
C. Use a community template to set up their customer community.
D. Add the Question action to Chatter in the community publisher.
正解：C,D

質問 8：
UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
A. Lightning Row for Service
B. Path for Cases
C. Interaction Log
D. Lightning Process Builder
正解：A,C

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

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

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

2. Universal Containers has basicfield service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Whichsolution will create and route the field service dispatch record when the case is saved?

A) Use a workflow rule with an action
B) Use a validation rule
C) Use a case assignment rule
D) Use an Apex trigger

3. A company has theserequirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case towork Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

A) Route to agents with the most capacity to take on new work.
B) Route to agents with the most cases closed for that topic.
C) Route to agents staffing the assigned overflow queues.
D) Route to agents with the least amount of active assigned work.

4. Which native Service Cloud solution is used for case satisfaction surveys?

A) Create a Web-to-case form with a custom case type of survey
B) Enable the case survey auto-response rule
C) Check the survey option in the case settings
D) Enable the case survey option on the caseobject

5. Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. 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 specify unique service levels for each customer
B) Ability to determine if a customer has escalated a case in the past
C) Ability to prompt callers for the service contract number within IVR menus
D) Ability to enforce service levels with the time-dependent processes

質問と回答：

質問 # 1
正解： A、B、E

質問 # 2
正解： A

質問 # 3
正解： A、D

質問 # 4
正解： A

質問 # 5
正解： A、C