ADX261の無料問題集（179題）、ADX261認定試験参考書

Salesforce ADX261 問題集

試験コード：ADX261

試験名称：Administer and Maintain Service Cloud

最近更新時間：2024-11-22

問題と解答：全179問

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質問 1：
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
A. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
B. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
C. Gather organizational vision, map processes, plan for user feedback, and define metrics.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 2：
Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) dat a. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.
Which solution should a consultant recommend to meet the requirements?
A. Configure View All for the Case object and field-level security.
B. Configure OWD for the Case object and implement Salesforce Shield.
C. Configure Case Team with Read Write and field-level security.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 3：
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
A. Set the organization-wide default to Private and create sharing rules to share them with roles.
B. Create a folder for each product line and share them with public groups.
C. Add a permission set for Read access to the appropriate product line.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 4：
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?
A. Actions & Recommendations
B. Einstein Next Best Action
C. In-App Guidance
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 5：
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?
A. Use Salesforce Flow for notifications and Case Teams to monitor cases,
B. Use Escalation Rules for notifications and Case Teams to monitor cases.
C. Use Salesforce Flow for notifications and Account Teams to monitor cases.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 6：
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
A. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
B. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance
C. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 7：
Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?
A. Case History
B. Cases with Milestones
C. Case Lifecycle
正解：A
解説: (Topexam メンバーにのみ表示されます)

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Salesforce ADX261 認定試験の出題範囲：

トピック	出題範囲
トピック 1	Contact Center Analytics: The topic discusses develop reports and dashboards in Salesforce.
トピック 2	Intake and Interaction Channels: It discusses recommending the suitable approach to intake channels and their design. The topic also discusses the use cases and functionality for proposed interaction channels. Lastly, it delves into design considerations and best practices.
トピック 3	Service Cloud Solution Design: It delves into assessing customer requirements to determine limitations, and design trade-offs for the service agent experience and interaction channels. The topic also discusses data security and compliance requirements.
トピック 4	Case Management: Discussion of different capabilities of Service Cloud automation. Explaining how to configure service entitlements, milestones, assets, business hours, and service-level agreements in Service Cloud. It also explains case deflection strategies and case management solution from creation to closure.
トピック 5	Integrations: Explains use cases and considerations for core Service Cloud integrations.
トピック 6	Industry Knowledge: It explains the factors that influence KPIs and key Contact Center metrics. Moreover, it discusses risks, benefits, and business challenges. Lastly, it focuses on industry standards and general capabilities.

参照：https://trailhead.salesforce.com/en/academy/classes/adx261-administer-and-maintain-service-cloud

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