Salesforce ADM-261最新問題集[2024]高得点を掴み取れ
ADM-261問題集Fast2test100%合格率保証
Salesforce ADM-261の試験は、システム管理者、ビジネスアナリスト、およびコンサルタントなどSalesforce Service Cloudを管理する経験を持つプロフェッショナルを対象としています。試験を受けるためには、候補者はケース管理、権限、ナレッジ管理、およびService Cloudコンソールのカスタマイズを含むService Cloudの機能と機能について確固たる理解を持っている必要があります。また、Salesforce CPQやSalesforce Field ServiceなどのSalesforceインテグレーションを構成および管理する経験が必要です。
Salesforce ADM-261（Service Cloud Administration）試験はSalesforce Service Cloudプラットフォームに焦点を当てた認定試験です。この試験は、Salesforce Service Cloudプラットフォームの管理における専門知識を証明したい個人を対象に設計されています。この試験では、ケースの管理、サービスエンタイトルメントの設定、Salesforce Knowledgeの設定と管理、サービス契約の作成と管理など、個人の知識とスキルをテストします。
質問 # 94
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Lightning Email with web routing prioritization
- B. Standard Email-to-Case with assignment rules
- C. Standard Web-to-Case with assignment rules
- D. Omni-Channel with prioritized queues
正解：B
質問 # 95
Which solution can be used to improve call deflection?
- A. Case routing
- B. Web chat
- C. Assignment rules
- D. Knowledge base
- E. Community forum
正解：B
質問 # 96
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- B. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- C. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
正解：B
質問 # 97
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Custom Visual force page
- B. Customrelated list
- C. Custom report
- D. Customer view of case tab
正解：A
質問 # 98
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copyand making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Full copy sandbox for the DR exercise
- B. Allow the exercise to be done in a Production instance
- C. Use a Partial sandbox for the DR exercise
- D. Use a Developer Pro sandbox for the DR exercise
正解：A
質問 # 99
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
- A. Contact salesforceto have Omni channel enabled.
- B. Assign users to the Omni channel feature license.
- C. Enable Omni channel in setup.
- D. Assign users to Omni channel permissions.
正解：C
質問 # 100
Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containersneed in order to gather this information? Choose 3 answers
- A. Interactive Voice Response (IVR)
- B. Chat log history
- C. Entitlements
- D. Workflow Management (WFM)
- E. Automatic Call Distributor (ACD)
正解：D、E
質問 # 101
Using Import Wizard, how many Asset records can you import at a time?
- A. You cannot import Assets via Import Wizard
- B. 0
- C. 50,000
- D. 100,000
- E. 1
正解：A
質問 # 102
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and case teams to monitor cases.
- B. Use escalation rules for notifications and account teams to monitor cases.
- C. Use Process Builder for notifications and case teams to monitor cases.
- D. Use Process Builder for notifications and account teams to monitor cases.
正解：C
質問 # 103
Which twocapabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Validation Rules for Article Types to verify all fields during creation
- B. Data Category to assign an Article Type to a Reviewer
- C. Approval Process that assigns an Article to a Reviewer Queue
- D. Knowledge Action to Publish an Article once the Article is approved
正解：A、B
質問 # 104
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create a workflow rule and emailalert action that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an Apex triggerthat sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
正解：A
質問 # 105
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Createan FAQ article type and configure the enable suggested articles option in support settings.
- B. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- D. Create an FAQ article type and enable the submit articles feature on the case close page layout.
正解：D
質問 # 106
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
- A. Create a custom related list on the case
- B. Create a custom Visualforce page
- C. Create a custom view on the Case tab
- D. Create a custom report
正解：A
質問 # 107
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Knowledge articles can be created from Answers
- B. Escalate a question to a case
- C. Select best answers for questions.
- D. Answers can be exposed to partner portal users
- E. External users can subscribe to Answers
正解：A、B、C
質問 # 108
Which three processes are usescase for Visual Workflow? Choose 3 answers
- A. Assignment of email to a case queue based on subject
- B. Field validation during case creation
- C. Decision-based troubleshooting for agents
- D. Cross-sell promotions for agents
- E. Caller verification and creation of a new case
正解：C、D、E
質問 # 109
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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。
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プレミアム良質なSalesforce ADM-261オンライン問題集：https://drive.google.com/open?id=1bKl9rjPb--5vA2Ul1Nu0Z3uD4801Le_z