2025年最新のの検証済みADM-261問題と解答で合格保証 もしくは全額返金
[2025年04月]更新のADM-261認証と実際の解答はここにあるFast2test
Salesforce ADM-261（Service Cloud Administration）認定試験は、Salesforce Service Cloudの管理における知識とスキルを拡大することに関心のある専門家向けに設計されています。この認定試験は、セールスフォースサービスクラウドの管理、管理、および構成を担当する個人にとって理想的です。この試験では、ケース管理、サービス契約、資格、知識管理など、さまざまなトピックをカバーしています。
質問 # 178
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to public groups and specific article actions to each group.
- B. Assign article managers to publication teams and specific article actions to each team.
- C. Assign article managers to publication teams and specific publication states to each team.
- D. Assign article managers to public groups and specific publication states to each group.
正解：A
質問 # 179
Customer Community toprovide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers the ability to collaborate
- B. Allows customers to customize their user interface
- C. Allows customers to search a knowledge base.
- D. Allows customers to customize reports and dashboards
正解：A、C
質問 # 180
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Simpler and easier to configure
- B. Better reporting
- C. Access to custom objects
- D. Branded site
正解：B、C、D
質問 # 181
UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Track social sentiment across social media outlets
- B. Hire more agents for the contact centers
- C. Improve the training provided to existing agents
- D. Configure entitlements and milestones to enforce SLAs
正解：B、C
質問 # 182
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the footer of the Lightning Console
- B. On anew tab in the agent's browser
- C. On the left sidebar of Salesforce Classic
- D. On the Highlights Panel of a Primary tab
正解：A、C
質問 # 183
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Tag another chatter user
- B. Deletes posts
- C. Returns a link that returns a post with the samereference
正解：C
質問 # 184
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
- A. Create a custom web serviceto handle invoice inserts and updates from the billing system
- B. Create a custom tab of type URL that displays a search page from the billing system
- C. Import payment data into Salesforce and add to the contact page layout related list
- D. Create a Visualforce page that retrieves payment information via a Web Service call-out
正解：D
質問 # 185
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When an emailnotification is triggered via workflow this user is listed in the case history
- B. When a case is automatically assigned using assignment rules this user is listed in the case history
- C. When a case iscreated via Email-To-Case this user is assigned as the case owner
- D. When a case is escalated this user is listed in the case history
- E. When a case is created via Web-To-Case this user is listed in the case history
正解：B、D、E
質問 # 186
How should a consultant provide suggested article functionality to lightning service console users?
- A. Add the suggested article widget to the case page layout.
- B. Add the knowledge component to the service console.
- C. Add the knowledge tab to the console app.
- D. Create email templates with knowledge articles attached.
正解：B
質問 # 187
Universal Containers wants toimplement 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. Reduced first contact resolution
- B. A knowledge article life cycle that is implementedcorrectly the first time and does not need to change
- C. Reduced issue resolution time
- D. A knowledge article life cycle that evolves based on usage and demand
正解：A、C
質問 # 188
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles attached to a case
- B. Number of solutions created by agent
- C. Number of articles created by agent
- D. Numberof cases escalated by agent
正解：A、C
質問 # 189
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- B. Optimize the customer community for mobile devices to have access to the same support as desktops.
- C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D. Replace the existing "Chat Now"button on the Customer Community with a toll- free phone number.
- E. Create a central "Contact Us" page which provides access to all available channels.
正解：B、C、E
質問 # 190
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. Enable the support setting for default email templates
- B. Enable the Support Process for default email templates
- C. Implement Email-To-Case
- D. Implement Quick Text
- E. Implement Macros
正解：A、D、E
質問 # 191
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Character Limit
- B. Chat Window Title
- C. ChatVisitor Browser
- D. Idle Connection Timeout
正解：C、D
質問 # 192
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Enable public solutions.
- B. Configure content library permissions
- C. Enable article deliveries
- D. Assign article types to the communities
- E. Publish articles to external channels
正解：A、D、E
質問 # 193
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Enable social profile and add assignment rules to the case object
- B. Use the routing queues provided with Salesforce for Twitter and Facebook
- C. Enable social profile andadd workflow rules to the contact object
- D. Use Twitter-to-Case and add workflow rules to the case object
正解：A
質問 # 194
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. Enable Live Agent to handle incoming service inquiries
- B. Enable Chatter for agent collaboration
- C. Enable Ideas in a customer portal
- D. Create auto-response templates for incoming emails
正解：A、B
質問 # 195
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Number of sales queues
- B. Cost per call
- C. Number of leads created
- D. Opportunities per channel
- E. Average queue time per agent
正解：B、C、D
質問 # 196
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken beforeperforming the migration of the data (Choose 2)?
- A. Perform data cleaning
- B. Enable data validation rules
- C. Normalize database
- D. Develop data map
正解：A、D
質問 # 197
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of themigration strategy?
- A. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- B. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- D. Verify that each article type has field level security on all fields set to read-only prior toimport, in order to prevent any loss of data.
正解：A
質問 # 198
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Open access to systems
- B. Criteria for plan activation
- C. Recovery point objective
- D. Site consolidation
正解：B
質問 # 199
Support agentsneed to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Case history
- B. Service contracts
- C. Products
- D. Contacts
正解：B、D
質問 # 200
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Number of calls offered
- B. Agent utilization
- C. Quality monitoring score
- D. Schedule adherence
正解：B、D
質問 # 201
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Private Branch Exchange
- B. Interactive Voice Response
- C. Automatic Call Distributor
- D. Time and Attendance
正解：B
質問 # 202
Universal Containers is implementing an entitlement process tomeasure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Displaying whether a case response complies with a customer's service level agreement
- B. Identifying the customer contact associated with a particular stage of a service contract
- C. Representing metrics such as first-response and resolution time on cases
- D. Monitoring the case escalation rule queue to confirm service levels are met
正解：A、C
質問 # 203
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Salesforce ADM-261試験認定は、業界で非常に高く評価され、世界中の雇用主に認められています。この認定を保持することにより、候補者はSalesforceのService Cloudプラットフォームを効果的に管理および管理するために必要なスキルと知識を持っていることを示します。さらに、この認定により、カスタマーサービス、ヘルプデスク管理、および顧客関係管理の専門家にとって新しいキャリアの機会が開かれます。
ADM-261リアル有効で正確な問題集359問題と解答が待ってます：https://jp.fast2test.com/ADM-261-premium-file.html
最新のADM-261問題集でPDF：https://drive.google.com/open?id=1bKl9rjPb--5vA2Ul1Nu0Z3uD4801Le_z