ADM-261試験無料問題集（359題）「Salesforce Service Cloud Administration 認定」

出題：1

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 send an email to support managers when a case is created and assigned to a queue.

B. 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.

C. Use case auto-response rules to send an email to support managers within one hour of case creation.

D. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

正解：D 解答を投票する

出題：2

Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

A. Use a Change Set

B. Create an Unmanaged Package

C. Manually re-create the Permission Sets

D. Publish a Managed Package

正解：A 解答を投票する

出題：3

Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

A. Order Management System

B. Computer Telephony Integration

C. Automatic Call Distribution

D. Interactive Voice Response

正解：D 解答を投票する

出題：4

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

A. Assign users to a Public Group with access to the service console app.

B. Assign users to a Permission Set with access to the service console app.

C. Assign users the Service User license on their User record.

D. Assign users to a Permission Set granting the Service User license.

正解：B,C 解答を投票する

出題：5

Case escalation rules triggered on the lastmodification will be reset each time a user does which of the following actions?

A. Adds a related comment to the case

B. Edits the case

C. Reads the case

D. Adds an activity or sends an email from thecase record

E. All of the above

正解：B 解答を投票する

出題：6

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case tocapture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A. Add the entitlements related list to contact records

B. Add the service contract related list to contact records

C. Add the assets related list to contact records

D. Add the entitlement contacts related list toaccount records

正解：A 解答を投票する

出題：7

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A. Community

B. Live Agent

C. Chatter Questions

D. Web -to -Case

正解：A,C 解答を投票する

出題：8

A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

A. Add the entitlement related list to account page layouts.

B. Add a Validation Rule that ensures each Case has an entitlement.

C. Add the entitlement lookup field to case page layouts.

D. Add a Validation Rule that ensures each Account has an entitlement.

正解：A 解答を投票する

出題：9

Universal Containers (UC) has hired a consulting firm to implement its newService Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

A. Waterfall

B. Kanban

C. Agile

D. Force.com IDE

正解：C 解答を投票する

出題：10

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement?(Choose 2)

A. Enable the Manage Articles permission for the publisher profile and assign it to users

B. Hide the Article Management tab for users who should have read-only access to articles.

C. Set the organization-wide default to private and create sharing rules for the FAQ article type

D. Create a publisher profile that includes create access on the FAQ article type.

正解：A,D 解答を投票する

出題：11

The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Implement Email-To-Case

B. Implement Macros

C. Enable the support setting for default email templates

D. Implement Quick Text

E. Enable the Support Process for default email templates

正解：B,C,D 解答を投票する

出題：12

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A. Set up Milestones.

B. Create an Entitlement Process.

C. Enable Work Orders.

D. Configure Service Contracts.

正解：A,B 解答を投票する

出題：13

Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

A. # of articles per agent

B. Most popular articles

C. # of cases via email

D. Total cases created

正解：B,D 解答を投票する

出題：14

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A. Live Agent

B. Open CTI

C. Salesforce for Twitter

D. Salesforce Knowledge

正解：D 解答を投票する

出題：15

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A. Developers can integrate with any telephony platform available with little to no need for customization.

B. Agents can use telephony on a wide range of browsers andoperating systems while only developing once.

C. Developers can embed API calls and processes on web pages to automate call handling processes.

D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

正解：B,C 解答を投票する

出題：16

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. Customer Community Plus

B. Customer Community

C. Lightning External Apps Starter

D. High Volume Customer Portal

正解：B 解答を投票する

出題：17

Milestones can be added to which three Object types? Choose 3 answers

A. Account

B. Service

C. Work Order

D. Case

E. Entitlement

正解：C,D,E 解答を投票する

出題：18

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A. Monitoring the case escalationrule queue toconfirm service levels are met

B. Representing metrics such as first-response and resolution time on cases

C. Displaying whether a case response complies with a customer's service level agreement

D. Identifying the customer contact associated with a particular stage of a service contract

正解：B,C 解答を投票する

出題：19

If youdelete a case, which two also get deleted? (Choose two answers)

A. Account

B. Solution

C. Event

D. Attachments

正解：C,D 解答を投票する

ADM-261試験無料問題集「Salesforce Service Cloud Administration 認定」