[2023年05月25日]Fast2test ADX261問題集でCertified Service Cloud Consultant合格確定させる練習問題集
Salesforce ADX261実際にある問題とブレーン問題集
Salesforce ADX261 (Administer and Maintain Service Cloud) 試験は、Salesforce Service Cloudを管理および維持する責任を持つプロフェッショナルを対象にした認定試験です。この試験は、組織内でService Cloudを管理および維持する責任がある個人の知識とスキルをテストするために設計されています。試験は、サービスクラウドアーキテクチャ、データ管理、セキュリティおよびアクセス、自動化を含む幅広いトピックをカバーしています。
質問 # 37
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?
- A. Smart Links
- B. Approval Process
- C. Apex Trigger
- D. Article Translation
正解：A
質問 # 38
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Ensure all users refrain from logging into production for an entire day prior to deployment.
- B. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- C. Migrate a test deployment to a staging environment for a smoother real-life experience.
- D. Select a window of time when users will NOT be making changes to the organization.
- E. Plan and communicate the deployment to all users of the organization in advance.
正解：C、D、E
質問 # 39
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. Page Layouts
- B. Record Types
- C. Omni-Channel
- D. Support Processes
- E. Article Types
正解：B、C、D
質問 # 40
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Visualforce page on the customer community portal.
- B. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- C. Create a Chatter group and invite the customer to join with an external chatter user.
- D. Set up insert Article into Social post and enable the customer community portal.
正解：D
質問 # 41
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Create a sharing rule to share the contact record with the community member.
- B. Update the case assignment rule to add the community member to the predefined case team.
- C. Set up a sharing set to grant access based on the community member's contact record.
- D. Change the org-wide default for cases and contacts internal access to private.
正解：C
質問 # 42
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Select two Twitter or Facebook accounts.
- B. Retrieve Social Studio credentials.
- C. Enable the Moderation feature to automatically create cases from posts.
- D. Create and assign permission sets to give agents social account access.
正解：A、D
質問 # 43
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and case teams to monitor cases.
- B. Use Process Builder for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and account teams to monitor cases.
- D. Use Process Builder for notifications and account teams to monitor cases.
正解：B
質問 # 44
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?
- A. Verify that users have access to the Chat buttons.
- B. Verify that users are assigned the Chat user profile
- C. Verify that users are assigned the Chat feature license.
- D. Verify that users have access to the Chat public group.
正解：C
質問 # 45
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- A. Create a Salesforce Case to have Omni-Channel enabled.
- B. Customize service channel settings to define how the organization receives work from various
- C. Create the necessary objects in Salesforce.
- D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
正解：D
質問 # 46
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. Average call handle time by team.
- C. Number of Knowledge articles created each month.
- D. Number of cases closed by self-service users.
正解：A、D
質問 # 47
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Omni-Channel
- B. Quick Text
- C. Chatter
- D. Publisher Actions
- E. Macros
正解：B、D、E
質問 # 48
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Organize the requirements from largest to smallest.
- B. Identify the requirements needed for initial GoLive.
- C. Prioritize the requirements based on who submitted them.
- D. Provide a timeline that addresses all the requirements.
正解：B
質問 # 49
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Custom lightning component
- B. Omni channel
- C. Appexchange solution
- D. Social Conversation component
正解：D
質問 # 50
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
- A. Contacts
- B. Contracts and SLASs
- C. Chatter Answers
- D. Cases
正解：A、C
質問 # 51
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?
- A. Grant Authors acess to FAQ artcle type
- B. Grant authors access to the FAQ records type
- C. Add Authors to the FAQ data category
- D. Set Article Or Wide to Public Read Write
正解：B
質問 # 52
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A. Implement Case Assignment Rules.
- B. Allow Comments on Knowledge articles.
- C. Enable Chat in an Experience Cloud site.
- D. Create a self-service Help Center.
正解：D
質問 # 53
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. On-Demand Email-to-Case
- B. Outlook Integration
- C. Web-to-Case
- D. Email-to-Case
正解：D
質問 # 54
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
- A. Omni-Channel with Skills-Based Routing.
- B. Live Agent and Live Message
- C. Knowledge One with Article Recommendations
- D. Experience Cloud with self-support
正解：A
質問 # 55
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Next Best Actions
- B. Push Notifications
- C. Omni-channel Supervisor
- D. Case Feed
正解：C
質問 # 56
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Embedded Chat Service
- B. Web-to-Case
- C. Case Assignment Rules
- D. Customer Community
正解：A
質問 # 57
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Prepare, plan, validate, execute, test
- B. Prepare, plan, Test, execute, validate.
- C. Plan, prepare, test, execute, validate.
- D. Plan, prepare, validate, execute, test
正解：C
質問 # 58
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. Assignment rule
- C. A Process Builder
- D. Validation rule
正解：C
質問 # 59
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?
- A. Deduplicate the data before importing into SF
- B. Import the records and use duplicate management
- C. Import records and cretae a a worflow rule to change the data type
- D. Install data quality analysis dashboards from the appexchange
- E. Standardize all rows to match salesforce data types
正解：A、D、E
質問 # 60
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. Data loader, change sets, and Force.com Excel Connector
- B. Visual Studio Code and change sets
- C. Visual Workflow, data loader, and Force.com IDE
- D. Mass Transfer Records, change sets, and Visual Studio Code
正解：B
質問 # 61
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The chat transcripts and case are transferred
- B. The Customer doesn't know they were transferred
- C. The Customer is shown the new Rep's name
- D. Both Service Reps can chat with the customer
正解：A、C
質問 # 62
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Salesforce ADX261（Administer and Maintain Service Cloud）試験は、Service Cloudプラットフォームを管理および維持するために必要なスキルと知識に焦点を当てた認定試験です。この試験は、Service Cloudプラットフォームで作業するプロフェッショナルで、プラットフォームを効果的に管理するための専門知識を証明したい人々を対象としています。この試験では、サービスのセットアップ、ケース管理、サービスコンソール、ナレッジ管理など、さまざまなトピックがカバーされます。
Salesforce ADX261：Administer and Maintain Service Cloud Examは、サービスクラウド分野でスキルと知識を向上させたいプロフェッショナルを対象としています。この認定試験は、サービスクラウドの実装と管理における専門知識を証明したい管理者、コンサルタント、開発者に最適です。この試験に合格することで、サービスクラウドの機能、機能性、およびベストプラクティスに関する知識が認められます。
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