検証済みADM-261問題集と解答で2025年最新のADM-261をダウンロード [Q73-Q97]

検証済みADM-261問題集と解答で2025年最新のADM-261をダウンロード

更新された100%カバー率リアルADM-261試験問題で100%合格保証付いてます

Salesforce ADM-261認定試験は、候補者のサービスクラウド管理に能力を示す貴重な資格情報です。認定は世界的に認識されており、熟練したサービスクラウド管理者を探している雇用主から高く評価されています。この認定は、雇用市場の候補者に競争上の優位性を提供し、キャリアの見通しを強化します。

Salesforce ADM-261は、Service Cloud Administration Certificationとしても知られており、Salesforceエコシステムで非常に求められている認定です。この認定は、Salesforceプラットフォーム内でサービスクラウドソリューションを構成および管理するために必要なスキルと知識を持っている個人向けに設計されています。この試験は、組織向けのサービスクラウドソリューションの実装、構成、管理を担当する専門家向けです。

Salesforce ADM-261（Service Cloud Administration）認定試験は、Salesforce Service Cloud Platformと協力する専門家向けに設計されています。この認定試験は、Salesforce Administrationの分野でのキャリアを前進させようとしている個人にとって素晴らしい機会です。 ADM-261認定試験は、ケース管理、コンタクトセンター管理、知識管理など、サービスクラウド管理に関連するさまざまなトピックを対象としています。

質問 # 73
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. Create a publisher profile that includes create access on the FAQ article type.
D. Set the organization-wide default to private and create sharing rules for the FAQ articletype

正解：A、C

質問 # 74
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

A. Contract details related to the entitlement
B. Articles appearing in the Knowledge sidebar
C. Knowledge articles attached to the case
D. Products and assets associated to the case

正解：C

質問 # 75
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A. Create, publish, feedback, approve, consume
B. Create, consume, feedback, approve, publish
C. Create, approve,publish, consume, feedback
D. Create, feedback, publish, approve, consume

正解：C

質問 # 76
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

A. Create geography-based profiles to restrict access using data categories
B. Create geography-based roles to restrict access by mapping article types
C. Create geography-based profiles to restrict access by mappingarticle types
D. Create geography-based roles to restrict access using data categories

正解：D

質問 # 77
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of thesecases?

A. Enable Chatter case feed and add product development team members to the case team.
B. Create a private Chatter group with customers and invite key individuals to join the group.
C. Create a related child case and assign the child case tothe product development team.
D. Build a repository of Knowledge articles related to integration and share it with the customer.

正解：B

質問 # 78
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A. Escalation rate
B. Average handle time
C. Average speed to answer
D. First contact resolution

正解：B、D

質問 # 79
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

A. Write an Apex trigger that deletes one case each time a new case is created.
B. Create a data retention plan that archives or purges Cases at regular intervals.
C. Optimize queries to reduce the scope of Cases included with each search.
D. Ask contact center managers to review data each quarter to possiblydelete.

正解：B、C

質問 # 80
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 date boundaries from filter criteria.
B. Remove dashboards based onlong-running reports.
C. Remove formula fields from filter criteria.
D. Remove unnecessary columns from the reports.

正解：C

質問 # 81
Which support channel requires the smallest amount of agent work time?

A. Chat
B. Email to case
C. Web to case
D. Webself service

正解：D

質問 # 82
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

A. Bypass entitlement verification
B. Increase the Call-to-Order ratio
C. Use integrated voice response
D. Use suggested Knowledge articles

正解：C、D

質問 # 83
Universal containers uses social media to monitor new trends and issuesthat require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

A. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
B. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
C. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
D. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

正解：C

質問 # 84
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

A. Data Categories and Article Types
B. Data Categoriesand Article Actions
C. Service Console Knowledge Components
D. Service Console Profile Assignments

正解：A、C

質問 # 85
In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

A. Use a Partial sandbox for the DR exercise
B. Allow the exercise to be done in a Production instance
C. Use a Developer Pro sandbox for the DR exercise
D. Use aFull copy sandbox for the DR exercise

正解：D

質問 # 86
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

A. Most popular articles
B. Total cases created
C. # of articles per agent
D. # of cases via email

正解：A、B

質問 # 87
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

A. Create a case report that displays all created or updated cases.
B. Create an email alert notification for Case Teams.
C. Create a case queue for all created or updated cases.
D. Create a case list view that is filtered by My Case Teams.

正解：B、C

質問 # 88
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 Macros
B. Enable the support setting for default email templates
C. Implement Email-To-Case
D. Implement Quick Text
E. Enable the Support Process for default email templates

正解：A、B、D

質問 # 89
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers acrossmultiple Territories.
What solution should a consultant recommend?

A. Field Service Lightning
B. Salesforce Mobile App
C. Employee Community
D. Lightning Console

正解：A

質問 # 90
Universal Containers is exploring ways to provide its customers with more self-service options inits 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. Use a community template to set up their customer community.
B. Enable Live Agent in their community to chat with an agent.
C. Add the Question action to Chatter in the community publisher.
D. Enable web -to -case on their public website.

正解：A、C

質問 # 91
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are notcontributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

A. Require agents to check a box on case when submitting a new suggested article
B. Measure & reward agents based on the # of new articles submitted for approval
C. Measure & reward agents based on the # of new articles approved for publication
D. Create a dashboard for articlessubmitted by agents & approved for publication

正解：B、D

質問 # 92
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A. It utilizes the SoftPhone capability from within the Salesforce application
B. It is a server based software program that controls the behavior of a Salesforce SoftPhone
C. It is an intermediary between a telephony system and a Salesforce CRM call center user
D. It allows voicemails to be captured and stored as attachments on cases

正解：A、C

質問 # 93
What is a benefit of a customercommunity? Choose 2 answers.

A. Reduces incoming call volume
B. Enables customers to log inquires without contacting an agent
C. Eliminates the need to track service level agreements
D. Eliminates the need for support agents

正解：A、B

質問 # 94
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A. Knowledge articles with the lowest rating.
B. Knowledge articles created by call center agents.
C. Knowledge search query with no results.
D. Number of knowledge articles in each data category.

正解：A、C

質問 # 95
All of the following objects may have a queue EXCEPT:

A. Leads
B. Cases
C. Custom Objects
D. Accounts

正解：D

質問 # 96
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers