Fast2testからの試験合格準備の必需品ADX261試験トレーニング問題
有効なパス率はCertified Service Cloud ConsultantのADX261試験問題
認定試験は、105分以内に回答する必要がある60問の多肢選択問題から構成されています。試験料は200ドルで、オンラインまたはテストセンターで受験することができます。Salesforceは、試験の準備をする個人が少なくとも6ヶ月間Salesforce Service Cloudを管理し、Salesforce Administrator認定の概念についての作業知識を持っていることをお勧めしています。Salesforce ADX261認定は、Service Cloud管理とサポートのキャリアを進めたい個人にとって貴重な資産です。
質問 # 103
Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?
- A. Add images to an HTML file.
- B. Ensure each image is less than 25 MB.
- C. Change all images to JPEG files.
正解：B
質問 # 104
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Customers must spend additional time registering for the portal.
- B. Agents do not have access to the same Knowledge articles as customers.
- C. Self-service deflects easy cases, leaving more complex cases for agents.
- D. Customers are spending additional time searching for answers.
正解：C
質問 # 105
Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?
- A. Set OWD sharing to Private.
- B. Configure a Quick Action.
- C. Enable lookup filters.
正解：C
質問 # 106
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
- A. Chat
- B. Case Auto-Response
- C. Facebook Messaging
- D. Escalation Rules
正解：A、B
質問 # 107
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Escalation
- B. Entitlements and Milestones
- C. Salesforce Console
- D. Case Assignment
正解：B
解説：
Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time. You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
質問 # 108
Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted.
Which feature should the consultant recommend?
- A. Build a custom report type.
- B. Build a dashboard.
- C. Build a joined report.
正解：A
解説：
Creating a custom report type allows for more flexibility in reporting by combining different objects and their relationships, such as Service Contracts and Entitlements in this case. Universal Containers can use a custom report type to specifically analyze customers with Service Contracts and their associated entitlements, providing insights into support offerings and potential adjustments.
質問 # 109
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?
- A. Mark the messaging session as customer Inactive.
- B. End the messaging session with the customer.
- C. Leave the messaging session with the customer open.
正解：B
質問 # 110
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Lightning Console chat page.
- B. Configure Lightning Guided Engagement.
- C. Configure a Live Chat Validation Rule.
- D. Customize the Pre-chat form.
正解：D
解説：
Customizing the Pre-chat form is the recommended approach to ensure that Live Agent chat requests contain enough information for reps to effectively respond. A Pre-chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the Pre-chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads. The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Set Up Pre-Chat Forms
質問 # 111
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Service Console
- B. Chat
- C. Messaging
- D. Social Customer Service
正解：A、C
解説：
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools. Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.Verified Reference: : Service Console Overview : : Messaging Overview
質問 # 112
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved.
- B. Data Category to assign an article record type to a Reviewer.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Approval Process that assigns an Article to a Reviewer Queue.
正解：B、D
質問 # 113
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Dynamic Form
- B. Apex Trigger
- C. Quick Action
- D. Scheduled flow
正解：C
解説：
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified Reference: 2: Create a Swarm in Slack
質問 # 114
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
- A. OmniStudio
- B. Salesforce Chat
- C. Case auto-response rule
正解：B
解説：
To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.
質問 # 115
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. The Amde Type field is no longer accessible via SOQi or the API.
- B. Users must have Modify AM permission to delete archived articles.
- C. URL formats for articles drffer between Classic and Lightning Knowledge.
- D. After the migration, an integration process that manages the articles' lifecyde by archiving and
- E. Only Published articles are available in the API.
正解：C、E
質問 # 116
Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app.
Which feature should a consultant recommend?
- A. Einstein Bots
- B. OmniStudio
- C. Messaging
正解：C
質問 # 117
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Create a screen-based flow accessible from the Experience site and internaly.
- B. Post a web to case form on the site and assign the case to the specialist for completion.
- C. Add a custom Lightning component to the site and the Case Lightning record page.
- D. Use email to case for the client to submit the relevant information to the specialist.
正解：C
質問 # 118
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?
- A. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
- B. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.
- C. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business
正解：A
質問 # 119
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
- A. Use a change set.
- B. Use Salesforce Workbench.
- C. Re-create them manually.
正解：A
解説：
The best practice for deploying permission sets from a sandbox to production is to use a change set. Change sets allow administrators to push configurations, including permission sets, directly from one Salesforce environment to another. This ensures a smooth and error-free transfer of configurations, maintaining the integrity of permissions and access controls in the production environment.
質問 # 120
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
- A. Auto-Add Milestones
- B. Lookup Filter
- C. Cross-Object Formula
- D. Approval Process
正解：B
質問 # 121
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
- A. Create an autolaunched Flow,
- B. Enable Case Merge.
- C. Set up duplicate rules on Case.
正解：B
質問 # 122
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
- A. Escalation Rules
- B. Einstein Next Best Action
- C. Path for Cases
正解：C
質問 # 123
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?
- A. Document the gap in requirements and discuss the schedule and budget impact with the project team.
- B. Incorporate the additional requirements to the project scope and continue with the original project schedule.
- C. Prepare a change order to account for the additional requirements and communicate the new project schedule,
正解：A
解説：
Addressing the issue of additional requirements in a fixed budget and timeline scenario involves transparent communication and documentation. The first step is documenting the gap between initial requirements and new discoveries, then discussing these findings with the project team. This approach allows for a collaborative decision-making process on how to best incorporate or prioritize the new requirements, considering the project's constraints. It sets the stage for informed decisions on scope adjustments, timeline revisions, or budget re-evaluations.
質問 # 124
What is a common deflection technique to reduce the number of interactions for a contact center?
- A. Recommend articles prior to a Chat session.
- B. Recommend articles during a call from a support agent.
- C. Suggest articles for an Email-ta-Case question.
正解：A
解説：
A common deflection technique in contact centers is to provide self-service options like Knowledge articles before a customer engages in a more resource-intensive interaction, such as a chat session. By recommending relevant articles before the chat begins, customers may find answers to their questions without needing to speak with an agent, effectively reducing the volume of interactions and improving the efficiency of the contact center.
質問 # 125
The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?
- A. Create a case assignment rule to ensure cases are owned by a user when closed.
- B. Use Data Loader periodically to assign these cases to a default owner.
- C. Create a case validation rule to ensure cases are owned by a user when closed.
正解：C
質問 # 126
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
- A. Flow Orchestrator
- B. Chatter
- C. Omni-Channel Supervisor
正解：C
解説：
To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.
質問 # 127
Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?
- A. Case teams
- B. Case swarms
- C. Account teams
正解：A
質問 # 128
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