究極のガイド準備ADX261認証試験Certified Service Cloud Consultantは2024年更新
リアルADX261問題集でSalesforce正確なアンサーは最新問題は2024年更新
SalesforceのADX261試験は、Service Cloudの管理とメンテナンス能力に重点を置いた認定テストです。この試験は、サービスクラウドの機能と能力についての管理者の知識、サービスクラウドプラットフォームのメンテナンスと管理能力をテストするために設計されています。この試験は、サービスクラウド管理とメンテナンスの熟達度を示したいプロフェッショナルにとって、貴重な資格です。
質問 # 25
What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Log in as a user who is enabled for Omni-Channel access.
- B. Open the Omni-Channel Supervisor tab.
- C. Change the owner to a queue associated with the routing configuration,
- D. Enable Debug Omni Channel routing configuration in SttUp.
- E. Open the record you want to route.
正解：A、B、D
質問 # 26
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers
- A. Users must have Modify AM permission to delete archived articles.
- B. URL formats for articles drffer between Classic and Lightning Knowledge.
- C. After the migration, an integration process that manages the articles' lifecyde by archiving and
- D. The Amde Type field is no longer accessible via SOQi or the API.
- E. Only Published articles are available in the API.
正解：B、E
質問 # 27
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 created by call center agents.
- B. Number of knowledge articles in each data category.
- C. Knowledge articles with the lowest rating.
- D. Knowledge search query with no results.
正解：C、D
質問 # 28
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Net promoter Score
- B. customer satisfaction Survey
- C. Customer Support Requests
- D. Customer Purchase History
- E. Service Level Agreement
正解：A、B、D
質問 # 29
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement
- A. Utilize topic tags for each product type
- B. Define article types with sharing settings
- C. Set the visibility to the data categories
- D. Enable suggested artciels in the community
正解：A
質問 # 30
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?
- A. create an auto response rule to send the article to teh customer
- B. Create a macro to send an email with the article to customer
- C. create a lightning email template to sned artilce to customer
- D. create a workflow email alert to send the artilce to the customer
正解：C
質問 # 31
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- B. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- C. Configure the new app in developer org and use an unmanaged package to deploy to production.
- D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
正解：C
質問 # 32
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated
Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the
lack of quality checking? Choose
2 answers
- A. Require that an article be added when closing a case
- B. Restrict the Manage Articles user permission
- C. Enable and configure wildcards for article searches
- D. Set up an intuitive Data Category hierarchy
正解：A、C
質問 # 33
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A. Create a Process Builder and Flow to change the owner on closed cases.
- B. Create a case validation rule to ensure cases are owned by a user when closed.
- C. Use a data tool to update the owner field on closed cases.
- D. Create a case assignment rule to ensure cases are owned by a user when closed.
正解：C、D
質問 # 34
Agents at universal containers are required to update the case status to
waiting for customer after they send an email to the case contact.Support
managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Create a Case Macro
- B. Activate a validation rule
- C. Define case escalation rules
- D. Configure flow Builder /Process Builder
正解：D
質問 # 35
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Approval Process that assigns an Article to a Reviewer Queue.
- B. Validation Rules for article record types to verify all fields during creation.
- C. Data Category to assign an article record type to a Reviewer.
- D. Knowledge Action to Publish an Article once the Article is approved.
正解：A、C
質問 # 36
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Create a dashboard to track and manage call volumes by type.
- C. Create Knowledge Articles and publish internally and publicly.
- D. Configure Omni-channel to assign cases directly to Tier 2.
正解：C
質問 # 37
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
- A. Workflow
- B. A Process Builder
- C. Assignment rule
- D. Validation rule
正解：B
質問 # 38
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Email-to-Case
- B. On-Demand Email-to-Case
- C. Salesforce for Outlook
- D. Web-to-Case
正解：A
質問 # 39
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?
- A. Use skills-based routing in Salesforce Messaging.
- B. Use an Einstein Bots Chat to handle common issues.
- C. Use Einstein Chat Insight to identify areas to improve.
- D. Use Omni-Channel Supervisor to monitor agents' chat sessions.
正解：D
質問 # 40
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Use Process Builder with Scheduled Actions
- B. Configure Case Escalation Rules.
- C. Define Entitlement and Milestones.
- D. Enable Omni-Channel Routing.
正解：C
質問 # 41
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases created using Communities by month.
- B. Number of Knowledge articles created each month.
- C. Average call handle time by team.
- D. Number of cases closed by self-service users.
正解：A、D
質問 # 42
......
Certified Service Cloud Consultant ADX261試験練習問題集：https://jp.fast2test.com/ADX261-premium-file.html
ADX261プレミアム資料テストPDFで無料問題集お試しセット：https://drive.google.com/open?id=1Av8z9wp6jAFkUniaWfNZxb5afoDfwtC-