[2023年更新]最新ADM-261試験問題集で最新Salesforce試験合格させます
高合格率ADM-261問題集解答でADM-261テストエンジンと正解回答
ADM-261試験の準備には、データ管理、セキュリティ、およびカスタマイズを含むSalesforceの基礎的な理解が必要です。また、サービスクラウドでの作業経験があり、主要な機能と機能に精通している必要があります。Salesforceは、オンラインコース、認定勉強グループ、練習問題など、試験の準備に役立つさまざまな学習教材を提供しています。
Salesforce ADM-261の試験は、システム管理者、ビジネスアナリスト、およびコンサルタントなどSalesforce Service Cloudを管理する経験を持つプロフェッショナルを対象としています。試験を受けるためには、候補者はケース管理、権限、ナレッジ管理、およびService Cloudコンソールのカスタマイズを含むService Cloudの機能と機能について確固たる理解を持っている必要があります。また、Salesforce CPQやSalesforce Field ServiceなどのSalesforceインテグレーションを構成および管理する経験が必要です。
質問 # 139
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP ofService is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
- A. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
- B. Set up IVR with an automated response for customers affected by the recall to defect calls.
- C. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
- D. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
正解：B
質問 # 140
The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?
- A. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- B. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
正解：C
質問 # 141
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 Process for default email templates
- C. Implement Quick Text
- D. Enable the support setting for default email templates
- E. Implement Email-To-Case
正解：A、C、D
質問 # 142
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles attached to a case
- B. Number of cases escalated by agent
- C. Number of solutions created by agent
- D. Number of articles created by agent
正解：A、D
質問 # 143
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- B. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- C. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
正解：B
質問 # 144
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Create an FAQ article type and configure theenable suggested articles option in support settings.
- B. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- C. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
正解：C
質問 # 145
Which two solutions shouldUniversal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Enable templates for written responses.
- B. Increase the number of agents.
- C. Employ surveys to confirm customer satisfaction.
- D. Improve the agent interface.
正解：A、C
質問 # 146
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits torelated objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom Visualforce page.
- B. Create a custom related list on the case.
- C. Create a custom report.
- D. Create a custom view on the Case tab.
正解：A
質問 # 147
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback buttonon the Solutions tab.
- B. Allow agents to create Knowledge articles when closing a case.
- C. Require agents to create Knowledge articles when opening a case.
- D. Add the Submit Feedback button to articles.
正解：B
質問 # 148
Which support channel requires the smallest amount of agent work time?
- A. Web to case
- B. Chat
- C. Email to case
- D. Webself service
正解：D
質問 # 149
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Visual Workflow, data loader, and Force.com IDE
- B. Mass Transfer Records,change sets, and Visual Studio Code
- C. Data loader, change sets, and Force.com Excel Connector
- D. Visual Studio Code and change sets
正解：D
質問 # 150
The cost of service forUniversal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Create auto-response templates for incoming emails
- B. Enable Chatter for agent collaboration
- C. Enable Live Agent to handle incoming service inquiries
- D. Enable Ideas in a customer portal
正解：B、C
質問 # 151
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
- A. Visual Workflow, data loader, and Force.com IDE
- B. Force.com migration tool, Force.com IDE, and change sets
- C. Mass Transfer Records, change sets, and Force.com migration tool
- D. Data loader, change sets, and Force.com Excel Connector
正解：B
質問 # 152
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
- A. Number of customer ratings
- B. Number of archived articles
- C. Number of approved articles
- D. Number of article votes
正解：D
質問 # 153
A Service Rep transfers a Live Agent Chat to another Rep.
Which twothings will happened?
- A. The chat transcripts and case are transferred
- B. Both Service Reps can chat with the customer
- C. The Customer doesn't know they were transferred
- D. The Customer is shown the new Rep's name
正解：A、D
質問 # 154
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Salesforce ADM-261 試験を受験するには、Salesforceプラットフォームとその機能について十分な理解が必要です。また、Service Cloudプラットフォームでの作業経験があり、その機能や能力に精通している必要があります。この試験は60問の多肢選択問題から構成され、制限時間は90分です。試験に合格するには、少なくとも65％のスコアを取得する必要があります。試験に合格すると、Salesforce Certified Service Cloud Administrationの資格を取得し、Service Cloudプラットフォームの管理における専門知識を示すことができます。この認定を取得することで、個人は収入増加の機会を得たり、キャリアをアドバンスしたり、Salesforceコミュニティ内で認知されることができます。
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