Salesforce ADM-261 問題集

質問 1：
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
A. Use a data tool to update the owner field on closed cases.
B. Create a case assignment ruleto ensure cases are owned by a user when closed.
C. Create a case validation rule to ensure cases are owned by a user when closed.
D. Create a Process Builder and Flow to change the owner on closed cases.
正解：A,B

質問 2：
Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution shoulda consultant recommend to meet these requirements?
A. On-Demand Email-to-Case
B. Customer Chatter groups
C. Emall-to-Case
D. Web-to-Case
正解：C

質問 3：
What are two benefits of deploying Knowledge in Customer Communities?
A. Eliminates tracking of customer entitlements
B. Reduces incoming call volume
C. Uncovers gap in the knowledge base
D. Replaces the need for an email channel
正解：B,D

質問 4：
UniversalContainers has a service level agreement (SLA) with customers thatrequires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
A. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
B. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
C. Use case auto-response rules to send an email to support managers within one hour of case creation.
D. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
正解：B

質問 5：
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. Assignment Rule
C. Email Relay
D. Email Template
E. Workfl
正解：A,D,E

質問 6：
The Universal Containerscontact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
A. Average call handle time by team
B. Number of cases created using portal
C. Number of IVR inquiries without agent involvement
D. Number of cases closed by a self-service user
正解：B,D

質問 7：
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
A. Project milestones
B. Project kickoff presentation
C. Requirements traceability matrix
D. Solutiondesign document
正解：A,B

質問 8：
Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers
A. Remove Apex code references to the ArticleType field.
B. Remove Apex code references to the Article RecordType field.
C. Configure the Visualforce page to use the Lightning Design System.
D. Rename the Visualforce page to "Lightning Knowledge"
正解：C,D