[2024年更新]ADX261リアルな試験問題集でADX261練習テスト
ADX261問題集でCertified Service Cloud Consultant高確率練習問題集
Salesforce ADX261 は、サービスクラウドの管理とメンテナンスに焦点を当てた試験です。この認定は、Salesforce Service Cloud の管理に経験があり、スキルをさらに高めたいと考えている個人を対象としています。試験は、ケース管理、ナレッジ管理、サービス分析、コンタクトセンター管理など、幅広いトピックをカバーしています。
質問 # 40
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. Set the Contact Do not Call field value to true.
- B. Use Dynamic Forms to conditionally hide the one-click field.
- C. Configuration a Validation Rule to block on-click calling.
- D. Configure Dialer to use Voicemail Crop by default.
正解：B
質問 # 41
Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?
- A. Set up separate Entitlement Process for Case and Work Order
- B. Work Orders created from a Case automaticallv inherit the Entitlement Process
- C. Assign the WorV Order to the same Case as the Entitlement Process.
- D. Create or Apex Trigger to assign the Entitlement Process to Work Order.
正解：A
質問 # 42
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
- A. Approve articles from the Knowledge approval page to Publish.
- B. The Approval Process will automatically Publish.
- C. Agents must click Publish after the Approval Process.
- D. Set the final approval action to "Lock the record for editing".
正解：C
質問 # 43
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?
- A. It captures the same informaion as First Call Resolution.
- B. It includes blocked and abandoned calls.
- C. It is the typical experience of a caller.
- D. It is askewed by calls that are quickly answered
正解：B
質問 # 44
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 chat transcripts and case are transferred
- C. The Customer doesn't know they were transferred
- D. The Customer is shown the new Rep's name
正解：B、D
質問 # 45
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
- A. Dynamic dashboards
- B. Dashboad folder sharing
- C. Org wide default for cases set to private
- D. Case Object permissions set to create and read
正解：A、C
質問 # 46
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consulant recommend to meet the requiements?
- A. Set the Organization-Wide default to Public Ready Only.
- B. Share each Quick Text individually to Public Groups.
- C. Share the Folder with Quick text for each language.
- D. Use translation Workbech to localize each Quick Text.
正解：D
質問 # 47
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 consultant recommend to address this problem?
- A. Activate a Validation Rule
- B. Define Case Escalation Rules
- C. Configure Process Builder
- D. Create a Case Macro
正解：D
質問 # 48
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 the knowledge related list to the case record page
- B. Add knowledge data categories to each case
- C. Add knowledge component to case record page
- D. Add the knowledge tab to the service console
正解：C
質問 # 49
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Cases report sorted by Rep and Case Owner
- B. Omni-Channel Supervisor tab
- C. Cases report sorted by Rep and Case CreatedDate
- D. Omni-Channel Utility Component
正解：B
質問 # 50
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. Configure flow Builder /Process Builder
- C. Define case escalation rules
- D. Activate a validation rule
正解：B
質問 # 51
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan
recommend.
- A. Chatter Answers
- B. Contracts and SLASs
- C. Contacts
- D. Cases
正解：A、C
質問 # 52
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
- A. The VP of service
- B. Let the dashboard viewers choose
- C. The user creating the dashboard
- D. The dashboard viewer
正解：D
質問 # 53
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?
- A. Einstein Reply Recommendations
- B. Service Cloud User feature license
- C. Social Service Pro add-on
- D. Einstein Social Insights add-on
正解：B
質問 # 54
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Create a formula to build the macro logic around
- B. Add a formula block to the macro
- C. Add multiple ELSE IF blocks after the IF block
- D. Add conditional logic to the instructions
正解：A、B
質問 # 55
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Omni-Channel Routing Model as Least Active.
- B. Configure Case Assignment Rules to use Users.
- C. Configure Omni-Channel Routing Model as Most Available.
- D. Configure Case Assignment Rules to use Queues.
正解：C
質問 # 56
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 Einstein Chat Insight to identify areas to improve.
- B. Use Omni-Channel Supervisor to monitor agents' chat sessions.
- C. Use an Einstein Bots Chat to handle common issues.
- D. Use skills-based routing in Salesforce Messaging.
正解：B
質問 # 57
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Case Escalation
- B. Entitlements
- C. Case Milestones
- D. Omni-Channel
正解：B
質問 # 58
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)
methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. A knowledge article life cycle that evolves based on usage and demand
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. Reduced issue resolution time
- D. Reduced first contact resolution
正解：C、D
質問 # 59
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