究極のガイド準備問題ADM-261には正確なPDF解答[2025年01月07日]
合格できるSalesforceの試験問題集
Salesforce ADM-261認定は、Salesforceプラットフォーム内でService Cloudソリューションを管理する専門知識を示す貴重な資格です。これはグローバルに認知され、キャリアアップや収益の増加につながることがあります。認定試験は、ケース管理、ナレッジ管理、サービスエンタイトルメント、アナリティクスなど、さまざまなトピックをカバーしています。試験に合格した候補者は、組織のためにService Cloudソリューションを効果的に構成・管理するために必要なスキルと知識を持っています。
ADM-261試験の準備をするには、候補者は、ケース管理、知識管理、オムニチャネルルーティングなど、サービスクラウドの機能と機能を確実に理解する必要があります。また、組織のニーズを満たすために、サービスクラウドの構成とカスタマイズの経験も必要です。さらに、候補者はSalesforceのベストプラクティスに精通しており、それらの実装の経験が必要です。
質問 # 16
Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case custom reports
- B. Case assignment rules
- C. Case dashboards
- D. Case queues
正解：B、D
質問 # 17
Which technology will allow aclient to enable ideas on a public website? There are two correct answers.
- A. Force.com Web Services API
- B. Partner portal
- C. Force.com Sites
- D. Self-service portal
- E. Customer portalPartner portal
正解：A、C
質問 # 18
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Recommend articles during a call for a support agent
- B. Suggest articles for a web-to-case question
- C. Suggest articles for an email-to-case question
- D. Recommend articles prior to a Live Agent session
正解：B、D
質問 # 19
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to theassociated product article types
正解：A
質問 # 20
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Create a report that display the # of articles searched during the past 2 months
- B. Report displays # of articles associated to data categories during past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Report that displays# of cases with articles attached during the past 2 months
正解：A、D
質問 # 21
Which metric influences customer satisfaction? Choose 2 answers
- A. Cost per call
- B. Call quality
- C. First call resolution
- D. After call work
正解：B、C
質問 # 22
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community Plus
- B. Lightning External Apps Starter
- C. High Volume Customer Portal
- D. Customer Community
正解：D
質問 # 23
For which purpose should a contact center use visual workflow?
- A. To assign follow-up tasks to an agent one week after a case is closed.
- B. To escalate a case to the support manager if it has been open for more than 72 hours.
- C. To automatically assign cases to a specific queue based on the customer support level.
- D. To automate business processes for agents who troubleshoot customer support issues via phone.
正解：D
質問 # 24
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provide access using the role hierarchy.
- B. Create a single data category group for each division and provide access using the role hierarchy.
- C. Create a sharing rule for each division to provideaccess based on criteria of the article.
- D. Create separate data category groups for each division and assign the category to a division profile.
正解：B
質問 # 25
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 to search a knowledge base.
- B. Allows customers to customize reports and dashboards
- C. Allows customers to customize their user interface
- D. Allows customers the ability to collaborate
正解：A、D
質問 # 26
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. Interactive Voice Response
- B. Private Branch Exchange
- C. Time and Attendance
- D. Automatic Call Distributor
正解：A
質問 # 27
Universal containers uses social media to monitor new trends and issuesthat require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- B. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
- D. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
正解：A
質問 # 28
The Universal Containers Contact Center has Customer Support Agents who speakSpanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
- A. Omni -Channel
- B. CaseAuto -Response Rules
- C. Case Assignment Rules
- D. Visual Workflow
正解：A
質問 # 29
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Create an Entitlement Process.
- B. Enable Work Orders.
- C. Set up Milestones.
- D. Configure Service Contracts.
正解：A、C
質問 # 30
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
- A. On-demand email to case with sites
- B. On-demand email to case
- C. Email to care with Site
- D. Email to case with web to case
正解：D
質問 # 31
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Assignment Rule
- B. Workfl
- C. Email Template
- D. Email Relay
- E. Email Alert
正解：B、C、E
質問 # 32
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
- A. Case hover
- B. Dynamic list updates
- C. Multi -monitor support
- D. Keyboard Shortcuts
- E. Quick Text
正解：B、C、D
質問 # 33
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate closed cases to a custom read-only object
- B. Migrate open and closed cases with milestones and entitlements
- C. Migrate closed cases with milestones and entitlements
- D. Migrate open and closed cases without milestones and entitlements
正解：C
質問 # 34
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of open cases per day
- B. Number of new customers added
- C. Number of cases escalated
- D. Number of Closed caseson first call
- E. Average Number of days to close cases
正解：A、C、E
質問 # 35
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Deliver training on case handling for contingentstaff.
- B. Monitor service level agreements (SLAs) and notify customers.
- C. Route cases to agents in an alternate center.
- D. Disable the Interactive Voice Response (IVR) system.
- E. Update the case status field values.
正解：A、B、C
質問 # 36
Universal Containers has Technical Support andgeneral Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
- A. Assign users the Service User license on their User record.
- B. Assign users to a Permission Set granting the Service User license.
- C. Assignusers to a Permission Set with access to the service console app.
- D. Assign users to a Public Group with access to the service console app.
正解：A、C
質問 # 37
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Chatter groups forcustomer
- B. Predictive dialer for outbound calls
- C. Visibility into service entitlements
- D. Mobile access to case information
正解：C、D
質問 # 38
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. Add the Submit Feedback button to articles.
- C. Allow agents to create Knowledge articles when closing a case.
- D. Require agents to create Knowledge articles when opening a case.
正解：C
質問 # 39
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