合格させちゃうCertified Service Cloud Consultant ADX261試験簡単かつ正確なPDF問題 [2024年05月06日]
ADX261認証試験問題集解答を提供しています
この試験は、組織内のサービスクラウドの管理を担当するSalesforce管理者向けに設計されています。 Salesforceデータモデル、セキュリティモデル、ユーザーインターフェイス、およびSalesforce Service Cloudの構成、カスタマイズ、および管理の経験を十分に理解する必要があります。また、強力な分析的および問題解決スキルを持ち、サービスクラウドに関連する複雑なビジネスおよび技術的な問題を特定して解決できる必要があります。
質問 # 23
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Most Revised Articles
- B. Top Articles sorted descending
- C. Most Linked Articles
- D. Search Activity Gaps
正解：C
質問 # 24
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Change the org-wide default for cases and contacts internal access to private.
- B. Set up a sharing set to grant access based on the site member's contact record.
- C. Create a sharing rule to share the contact record with the site member.
- D. Update the case assignment rule to add the site member to the predefined case team.
正解：B
解説：
A sharing set is a feature that allows community members to access records that are not owned by them or shared with them by the org-wide default settings. A sharing set can grant access based on a common lookup field, such as the contact field on the case object. By setting up a sharing set to grant access based on the site member's contact record, the consultant can enable community members to access, create, and manage cases online. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Sharing Sets Overview
質問 # 25
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 to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business hours.
- 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 or on holidays.
- C. 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.
正解：C
解説：
To ensure the Einstein Bot directs cases appropriately based on business hours and holidays, configuring it with an action that checks for business hours and holiday schedules is essential. This setup allows the bot to intelligently manage customer interactions, directing them to live agents during operational hours or to alternative support options, like a case submission form, when live support is not available, thus maintaining a seamless customer experience.
質問 # 26
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?
- A. Configuration a blocking duplicate rule
- B. Create an auto-launched flow.
- C. Enable Case Merge.
- D. Set a validation rule
正解：C
解説：
Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified Reference: : Merge Duplicate Cases in Lightning Experience
質問 # 27
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Set up insert Article into Social post and enable the customer community portal.
- B. Create a Chatter group and invite the customer to join with an external chatter user.
- C. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- D. Create a Visualforce page on the customer community portal.
正解：C
解説：
Setting up communication channel layouts in the object manager to use Insert Article into Social post is a solution that can enable article insertion into social interactions in Lightning Knowledge. Communication channel layouts allow administrators to customize how articles appear in different channels, such as email, chat, or social media. Insert Article into Social post is an action that allows agents to insert articles into social posts using Social Customer Service. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_communication_channel_layouts.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_insert_article_content_email.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
質問 # 28
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Data Category to assign an article record type to a Reviewer.
- B. Approval Process that assigns an Article to a Reviewer Queue.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Knowledge Action to Publish an Article once the Article is approved.
正解：A、B
質問 # 29
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?
- A. Web-to-Case with Einstein Case Classification
- B. On-Demand Email-to-Case Threading
- C. Web-to-Case with reCAPTCHA enabled
正解：C
解説：
To address concerns about spam cases without requiring customer login, implementing Web-to-Case with reCAPTCHA is recommended. reCAPTCHA adds a layer of security, verifying that case submissions are made by humans and not automated spam bots. This effectively reduces spam while maintaining accessibility for genuine customers to submit cases, balancing security with user convenience.
質問 # 30
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
- A. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
- B. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
- C. Gather organizational vision, map processes, plan for user feedback, and define metrics.
正解：B
解説：
In a high-level discussion and planning session with Cloud Kicks (CK), the consultant should first gather the organizational vision to understand CK's long-term goals and how the service function aligns with these goals. Next, mapping processes is crucial to identify current workflows, pinpoint inefficiencies, and determine areas for improvement. Planning metrics follows, which involves defining key performance indicators (KPIs) to measure success and track progress towards achieving the organizational vision. Finally, planning for user feedback is essential to establish mechanisms for collecting and incorporating feedback from both agents and customers. This feedback will inform continuous improvement and ensure the service function evolves in line with changing needs and expectations.
質問 # 31
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
- A. Contracts and SLASs
- B. Cases
- C. Contacts
- D. Chatter Answers
正解：C、D
質問 # 32
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
- A. Create an auto-response rule that links to Knowledge articles.
- B. Create a Macro to send an email with Knowledge articles.
- C. Set up the Case Deflection component to share Knowledge articles.
正解：B
解説：
To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents.
質問 # 33
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?
- A. Experience Cloud with payment processing
- B. Service Cloud Voice with Tele-pay
- C. Einstein Bots with check processing
正解：A
解説：
For a B2C company looking to decrease service costs and modernize how customers pay invoices and update contact information, implementing Experience Cloud with payment processing capabilities is recommended. This solution provides a secure, online platform where customers can manage their accounts, make payments, and update personal information, eliminating the need for paper-based processes. This digital transformation streamlines operations, improves customer convenience, and reduces service costs associated with manual, paper-based tasks.
質問 # 34
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Chatter Answers
- B. Data Category Groups
- C. Article Translation
- D. Data Category Visibility
正解：D
質問 # 35
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
- A. Deflection rate
- B. Number of closed cases
- C. Agent utilization
正解：C
解説：
Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.
質問 # 36
Cloud Kicks will us250e the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
- A. Modify the import parameters to specify HTML encoding.
- B. Change the HTML format first to support subfields.
- C. Create an HTML file for each rich text area field.
正解：C
解説：
When migrating how-to guides written in HTML to Salesforce Knowledge, the recommended approach is to create an HTML file for each article's rich text area field. This method ensures that the HTML content is properly formatted and displayed within Salesforce Knowledge articles, preserving the original layout and functionality of the how-to guides.
質問 # 37
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. Salesforce Console
- B. Case Assignment
- C. Case Escalation
- D. Entitlements and Milestones
正解：D
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 # 38
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. Entitlements
- B. Case Escalation
- C. Omni-Channel
- D. Case Milestones
正解：A
質問 # 39
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
- A. Use case auto-response rules to send an email to support managers within 1 hour of case creation.
- B. Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.
- C. Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.
正解：C
解説：
To meet the SLA of responding to incoming cases within 2 hours, assigning cases to queues and using Escalation Rules to escalate unassigned cases within 1 hour is the best practice. This approach ensures that cases are promptly assigned to the appropriate agents, and escalation rules help to prioritize and alert agents or managers to cases at risk of breaching the SLA, facilitating timely responses.
質問 # 40
Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?
- A. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.
- B. Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.
- C. Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.
正解：A
解説：
To reduce total case volume and average case handling time, publishing Knowledge articles on the Experience Cloud site and enabling agents to attach articles to cases upon closure is recommended. This approach empowers customers to find solutions independently, potentially reducing the number of incoming cases and assisting agents in resolving cases more efficiently by leveraging existing Knowledge content.
質問 # 41
Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?
- A. Dynamic Forms
- B. Omni-Channel
- C. Record Types
正解：C
解説：
For Universal Containers to manage different support processes and fields for two separate business groups, implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for each business group, enabling customization of support processes and fields to meet the specific needs of each group, ensuring effective and organized case management.
質問 # 42
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
- A. Case assignment rules
- B. Case team
- C. Omni-Channel
正解：C
解説：
To ensure service agents handling both chat and case processing are assigned an appropriate number of issues, Omni-Channel is the solution. Omni-Channel's capacity management features ensure that agents are not overloaded with work items, maintaining a manageable workload and improving efficiency and response times.
質問 # 43
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.
What should a consultant recommend to meet the requirements?
- A. Mention the case number in a Chatter group.
- B. Add the Account object to Recent Items utility.
- C. Include the History utility in the console app.
正解：A
解説：
To facilitate collaboration on cases among service agents, using Chatter provides a platform for discussion and information sharing within Salesforce. By mentioning the case number in a Chatter group, agents can quickly share and access case details, enabling efficient collaboration. This method leverages Salesforce's social collaboration features, allowing for real-time communication and problem-solving among team members.
質問 # 44
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
解説：
A case macro is a set of instructions that tells Salesforce how to update fields, send emails, and perform other tasks on a case. By creating a case macro that updates the case status to Waiting for Customer and sends an email to the case contact, agents can perform this step with one click and avoid forgetting it. Verified Reference: Salesforce Help: Macros
質問 # 45
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. Facebook Messaging
- B. Escalation Rules
- C. Case Auto-Response
- D. Chat
正解：C、D
解説：
These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web-based chat window. Chat can help reduce the call volume and provide faster and more personalized service. Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.live_agent_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_email_autoresponse.htm&type=5
質問 # 46
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