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ADM-261問題集でリアル試験問題でテストエンジン問題集でトレーニング
質問 # 109
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. web-to-Case
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. An AppExchange package
正解：B
質問 # 110
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers
- A. Add additional components to the Lightning console.
- B. Ensure each laptop has a modern browser installed.
- C. Allow the user to log into Live Agent from multiple browsers.
- D. Coach users on minimizing open console tabs.
正解：B、D
質問 # 111
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. @mention the SMEs on the case Chatter feed and follow the case
- B. Follow the SMEs to receive automatic updates when they add case comments
- C. Bookmark all the comments related to the issue from SMEs
- D. Use hashtag (#) to track the customer case and SMEs comments
正解：A
質問 # 112
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Knowledge Base
- B. Automatic CallDistribution
- C. Service Cloud Console
- D. Customer Community
正解：A、D
質問 # 113
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
- A. On-demand email to case
- B. Email to case with web to case
- C. Email to care with Site
- D. On-demand email to case with sites
正解：B
質問 # 114
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Insert a reference Thread ID in the email subject template
- B. Use Omni-Channel to automatically route inbound email
- C. Assign a user to manually manage incoming email
- D. Convert to an On-Demand Email-to-Case setup
正解：A
質問 # 115
Universal Containers wants toimplement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers
- A. Reduced first contact resolution
- B. A knowledge article life cycle that is implementedcorrectly the first time and does not need to change
- C. Reduced issue resolution time
- D. A knowledge article life cycle that evolves based on usage and demand
正解：A、C
質問 # 116
Auto Response rules work on which objects?
- A. Leads and Cases
- B. Leads and accounts
- C. Accounts and Opportunity
- D. Accounts and Cases
正解：A
質問 # 117
UC'ssupport team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Email-to-Case
- C. Customer Chatter groups
- D. Web-to-Case
正解：A
質問 # 118
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manageruse to measure the success of the implementation? Choose 3 answers
- A. Number of Chatter files attached to cases.
- B. Number of content packs attached to cases.
- C. Number of articles associated to cases.
- D. Number of published article views.
- E. Number of successful keyword searches.
正解：A、C、E
質問 # 119
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?
- A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
正解：C
質問 # 120
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use anassignment rule to assign new cases to the product manager
- B. Use Chatter case feed and case teams to monitor cases
- C. Use a workflow rule to send an email to the product manager
- D. Use an escalation rule to move cases into the product manager queue
正解：C
質問 # 121
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Article Types
- B. Page Layouts
- C. Support Processes
- D. Omni-Channel
- E. Record Types
正解：C、D、E
質問 # 122
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 Permission Set with access to the service console app.
- B. Assign users to a Public Group with access to the service console app.
- C. Assign users to a Permission Set granting the Service User license.
- D. Assign users the Service User license on their User record.
正解：A、D
質問 # 123
What are two benefits of deploying Knowledge in Customer Communities?
- A. Eliminates tracking of customer entitlements
- B. Reducesincoming call volume
- C. Uncovers gap in the knowledge base
- D. Replaces the need for an email channel
正解：B、D
質問 # 124
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure theVisualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
- A. Configure the Visualforce page to use the Lightning Design System.
- B. Rename the Visualforce pageto "Lightning Knowledge"
- C. Remove Apex code references to the Article RecordType field.
- D. Remove Apex code references to the ArticleType field.
正解：A、B
質問 # 125
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 of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address thisrequirement?
- A. Case assignment
- B. Salesforce console
- C. Entitlements and milestones
- D. Case escalation
正解：C
質問 # 126
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
- B. Build a customer visual force page with the list view and assign it to the console sidebar.
- C. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
- D. Configure the case list under custom console components so users can view the list view along with the case view
正解：C
質問 # 127
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Whichthree configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Enable Live Agent in their community to chat with an agent.
- B. Create a softphone layout and assign to user profiles.
- C. Install an adapter from AppExdiange to work with third-party CTI systems.
- D. Assign the Salesforce CTI license to Salesforce users.
- E. Assign the correct Salesforce users to the Call Center.
正解：B、C、E
質問 # 128
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Chatter Groups
- B. Salesforce Knowledgebase
- C. Field Service Lightning
- D. Service Cloud SOS
正解：C、D
質問 # 129
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove dashboards based onlong-running reports.
- B. Remove unnecessary columns from the reports.
- C. Remove date boundaries from filter criteria.
- D. Remove formula fields from filter criteria.
正解：D
質問 # 130
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Whichstatement is true about migrating images into Salesforce Knowledge?
- A. Upload the images into Salesforce prior to importing the articles
- B. Convert all images to .jpeg, as this is the only supported file type
- C. Ensure that each image does NOT exceed the maximum of 25 MB
- D. Include images in an .html file using the image tag and src attribute
正解：D
質問 # 131
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Articles appearing in the Knowledge sidebar
- B. Products and assets associated to the case
- C. Knowledge articles attached to the case
- D. Contract details related to the entitlement
正解：C
質問 # 132
Which application will allow a client to enable Ideas on a public website?
- A. Sites
- B. Partner portal
- C. Self-service portal
- D. Customer portal
正解：A
質問 # 133
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailablefor 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. Publish ongoing updates to the community knowledge base with details about the upgrade.
- B. Replace the default outage page with a custom page containing upgrade information.
- C. Send routine status updates to customers via Chatter during the upgrade.
- D. Communicate information about the upgrade to customers in advance.
- E. Notify customers once the upgrade is completed and full services are restored.
正解：B、D、E
質問 # 134
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Salesforce ADM-261：Service Cloud Administration試験に合格することは、認定されたService Cloudコンサルタントになるために重要なステップです。これは、Service Cloud管理における高度な専門知識と、組織のニーズに対応するソリューションを設計および実装する能力を示しています。
Salesforce ADM-261問題を提供していますService Cloud Consultant問題集と完璧な解答付き：https://jp.fast2test.com/ADM-261-premium-file.html
ADM-261テスト問題集とオンライン試験エンジンはここにある：https://drive.google.com/open?id=1bKl9rjPb--5vA2Ul1Nu0Z3uD4801Le_z