無料でゲット！2024年最新のに更新されたSalesforce ADX261試験問題と解答
ADX261問題集PDFとテストエンジン試験問題
Salesforce ADX261（サービスクラウドの管理と維持）は、Salesforce Service Cloudプラットフォームの管理と維持を担当する専門家のスキルと知識をテストする認定試験です。この試験は、候補者がサービスクラウド環境を構成、管理、維持する能力を評価し、この環境で発生する可能性のある問題のトラブルシューティングを評価するように設計されています。この認定は、Service Cloudの操作経験があり、資格を強化し、プラットフォームでの習熟度を実証しようとしている個人に最適です。
Salesforce ADX261認定試験では、サービスクラウドデータモデル、ケース管理、ナレッジマネジメント、サービスコンソール、オムニチャネルルーティング、資格、サービス契約、分析など、さまざまなトピックを対象としています。この試験では、ユーザー、プロファイル、許可の管理、電子メールへのケース、ウェブツーケース、チャットの構成、レポートとダッシュボードの作成と管理、コモンのトラブルシューティングなど、サービスクラウド管理タスクに関する候補者の知識も評価します。サービスクラウドの問題。
質問 # 24
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?
- A. Do multiple versions of the entitlements need to be created and maintained?
- B. It support provoded on a periodic basis and renewed annually?
- C. Do Service Agents need to determine whether a customer is eligible for support?
- D. Will customers access selft service resources through Experince Cloud?
正解：B
解説：
This is the question that should be asked to determine the preferred solution, because it indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only. Verified Reference: : Service Contracts and Entitlements
質問 # 25
Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent
by customers from the chat window.
What should a consultant recommend?
- A. Use File Preview in the chat.
- B. Download the PDFs from the chat.
- C. Ask the customer to send the PDF via email.
正解：A
解説：
For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review.
質問 # 26
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Contact Salesforce to send a report on article efficacy.
- B. Send out a monthly survey to customers requesting feedback.
- C. Install Knowledge Base Dashboards and Reports AppExchange package.
- D. Create a group of super users that will evaluate and manage articles.
正解：C
質問 # 27
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
- A. Chatter
- B. Flow Orchestrator
- C. Omni-Channel Supervisor
正解：C
解説：
To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.
質問 # 28
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?
- A. Configuration a Validation Rule to block on-click calling.
- B. Use Dynamic Forms to conditionally hide the one-click field.
- C. Set the Contact Do not Call field value to true.
- D. Configure Dialer to use Voicemail Crop by default.
正解：C
解説：
Setting the Contact Do not Call field value to true is a solution that can prevent one-click calling to customers who have set their communication preference to email only or text only. The Do not Call field is a standard field on the Contact object that indicates whether the contact does not want to receive phone calls. Setting this field to true will disable the one-click calling feature for that contact and show a warning message if an agent tries to call them. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.contact_fields.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.dialer_one_click_calling.htm&type=5
質問 # 29
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?
- A. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
- B. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business
- C. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.
正解：A
解説：
To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.
質問 # 30
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?
- A. Establish Duplicate Rules to find similar cases.
- B. Configure a Macro to close the duplicate case
- C. Change the Run Apex As User to a service agent profile.
- D. In Inbound Setting, set Enable Case Reopen to 3 days.
正解：D
解説：
This is the recommended solution to prevent duplicate cases when a customer makes a new social post after closing a case. In Inbound Settings, there is an option to enable case reopen, which allows a closed case to be reopened when a customer replies on the same social network within a specified number of days. Setting this option to 3 days means that if a customer posts a new comment on Facebook or Twitter within 3 days of closing a case, the original case will be reopened instead of creating a new one. Verified Reference: : Enable Case Reopen
質問 # 31
Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number
of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?
- A. Service Appointment Bundling
- B. Work Oder Assignment
- C. Field Service Inventory
- D. Operating Hours and Shifts
正解：C
解説：
Field Service Inventory is a feature that allows technicians to track and manage the products they need to complete their work orders. It also helps managers to optimize inventory levels and replenishment across warehouses and service vehicles. By using Field Service Inventory, Ursa Major Solar can ensure that technicians have the required products to complete repairs and minimize the number of rescheduled appointments
質問 # 32
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. Both Service Reps can chat with the customer
- B. The Customer is shown the new Rep's name
- C. The chat transcripts and case are transferred
- D. The Customer doesn't know they were transferred
正解：B、C
質問 # 33
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Multiple Article Record Types can be imported in the same CSV.
- B. Article Record Types must be created before the import.
- C. Article Record Types will be created as part of the import.
- D. Each Article Record Type must be in a separate CSV.
正解：B、D
解説：
Article record types are record types that define different types of articles in Lightning Knowledge, such as FAQs, How-Tos, Policies, etc. They determine which fields, page layouts, and actions are available for each article type. To import an external knowledge base to Lightning Knowledge using the Knowledge Importer, you need to create article record types before the import and have each article record type in a separate CSV file. The CSV file name must match the article record type name exactly. Verified Reference: [Import Articles into Lightning Knowledge]
質問 # 34
Milestones can be added to which three object types?
Choose 3 Answers
- A. Entitlement
- B. Case
- C. Service
- D. Account
- E. Work order
正解：A、B、E
解説：
Milestones can be added to work orders, cases, and entitlements in Salesforce. Work orders are records that track service requests for customers. Cases are records that track customer issues or inquiries. Entitlements are units of customer support that specify what kind of support a customer is eligible for. You can use milestones to define the required steps and time limits for resolving work orders, cases, and entitlements. Verified Reference: Milestones: Supported Objects
質問 # 35
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Lightning Flow for service
- B. Path for Cases
- C. Interaction Log
- D. Lightning Process Builder
正解：A、B
解説：
Lightning Flow for Service and Path for Cases are features that a consultant should integrate of the Service Console to assist agents in following a standardized customer dialog and getting up to speed and fully productive. These features can help guide agents through the case resolution process, as well as provide them with relevant information and actions for each stage. For example:
Lightning Flow for Service is a feature that allows you to create guided, interactive, and consistent experiences for your agents in the Service Console. Lightning Flow for Service can help automate tasks, collect data, update records, or invoke other processes based on the case context and customer needs.
Path for Cases is a feature that displays the key fields and guidance for each stage of a case lifecycle, such as new, working, escalated, or closed. Path for Cases can help agents understand what needs to be done at each stage, as well as access the required fields, actions, tips, or links.
Verified Reference: Service Cloud Consultant Certification Guide & Tips, [Lightning Flow for Service Overview], [Set Up Path]
質問 # 36
A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve the efficiency of this operation.
What is a recommended Service Cloud feature that improves the process?
- A. Quick text
- B. Macros
- C. Global Quick Action
正解：B
解説：
Macros in Service Cloud are a powerful feature designed to improve operational efficiency by automating repetitive tasks. In the context of a service center where agents perform the same steps when closing a case and sending a survey through email, Macros can significantly reduce the time spent per case. By recording a series of actions, such as updating case fields, sending templated emails, and marking cases as closed, Macros allow agents to execute these steps with a single click. This automation not only streamlines the process, saving valuable time with each case but also ensures consistency in how cases are closed and surveys are sent, enhancing the overall customer service experience.
質問 # 37
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 solution should the Consultant recommend?
- A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a joined 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：B
質問 # 38
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as
password resets and order inquiries. In order to reduce the number of cases created, CK wants to
provide customer self-service in the following channels: web, SMS, Facebook Messenger, and
WhatsApp.
What is the recommended case deflection solution?
- A. Einstein Bo
- B. Chat for Web and In-App
- C. Digital Engagement Messaging
- D. Social Customer Service
正解：D
質問 # 39
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?
- A. Einstein Case Routing
- B. Screen Flow
- C. Case Escalation Rules
- D. Omni-Channel Supervisor
正解：D
解説：
Omni-Channel Supervisor is a solution that can enable supervisors to respond to flags and provide responses that only the agent can view. Omni-Channel Supervisor is a tool that allows supervisors to monitor and manage the work and performance of agents in real time. Omni-Channel Supervisor can help supervisors respond to flags raised by agents who encounter issues and provide private coaching messages that only the agent can see. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_flags.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_messages.htm&type=5
質問 # 40
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
- A. Web-to-Case
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. Outlook Integration
正解：C
質問 # 41
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based roles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based profiles to the associated product article types
正解：A
質問 # 42
What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?
- A. Customize the Lightning Console chat page.
- B. Customize the pre-chat form.
- C. Customize Intents using Einstein Chatbots.
正解：B
解説：
Customizing the pre-chat form allows for the collection of sufficient information from customers before a chat session begins. This ensures that service agents have the context and details needed to respond effectively, improving the efficiency and quality of chat interactions.
質問 # 43
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
- A. Add knowledge data categories to each case
- B. Add the knowledge related list to the case record page
- C. Add the knowledge tab to the service console
- D. Add knowledge component to case record page
正解：D
解説：
Adding knowledge component to case record page is a solution that can enable Universal Containers to display a list of relevant knowledge articles on case record page. Knowledge component is a Lightning component that allows agents to search, view, and attach articles to cases from the case record page. Knowledge component also shows suggested articles based on the case information and the agent's profile. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component_suggested.htm&type=5
質問 # 44
......
検証済みのADX261テスト問題集と解答で正確な179問題と解答あります：https://jp.fast2test.com/ADX261-premium-file.html
最新をゲットせよ！ADX261認定有効な試験問題集解答：https://drive.google.com/open?id=13jTE14sJq3-QpPhAFeDbUroasYjCZ2tu