Salesforce ADX261試験問題（更新されたのは2023年）100%リアル問題解答
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質問 # 41
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
- A. Number of cases closed by a self-service user
- B. Average call handle time by team.
- C. Number of cases created - - Site by month
- D. Number of IVR inquiries without agent involvement.
正解：A、C
質問 # 42
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Grant Authors access to the FaQ record type
- B. Set article Org Wide Default to Public ReadWrite.
- C. Add Authors to the FaQ Data Category.
- D. Grant Authors access to the FAQ article type.
正解：A
質問 # 43
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
- A. Change Sets
- B. Data Loader
- C. Data Import Wizard
- D. Mass Transfer Records
正解：A、B
質問 # 44
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. Service Console case creation configuration
- B. Lightning Console enablement
- C. Call Center Definition File creation
- D. CTI Adapter configuration
正解：C、D
質問 # 45
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
- A. Entitlement processes, contracts, milestones, and milestone actions
- B. Entitlement processes, contract line items, milestones, and entitlements
- C. Entitlement processes, contracts, contract line Items, and entitlements
- D. Entitlement processes, milestones, milestone actions, and entitlements
正解：D
質問 # 46
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. Search Activity Gaps
- B. Most Revised Articles
- C. Top Articles sorted descending
- D. Most Linked Articles
正解：D
質問 # 47
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 the migration strategy?
- A. Prepare a single .csv file that can be used to migrate all article 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 to any article field types.
- C. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
- D. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
正解：D
質問 # 48
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Define separate Record Types for Tier 1 and Tier 2
- B. Configure a Visual Flow Troubleshooting Action
- C. Implement Lightning Guided Engagement
- D. Enable Omni-Channel Case assignment
正解：C
質問 # 49
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
- A. While holding for a support agent
- B. An email to case inquiry
- C. On-demand email to case
- D. Web-to-case question
正解：B
質問 # 50
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Set up a reporting snapshot of the case, contact and activity objects.
- B. Build a Summary report on Products and Activities.
- C. Create a Custom Report type with activities as the primary object.
- D. Customize the My Teams Calls this week standard report.
正解：D
質問 # 51
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. Omni-Channel
- B. Entitlements
- C. Case Escalation
- D. Case Milestones
正解：B
質問 # 52
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Prepare, plan, Test, execute, validate.
- B. Prepare, plan, validate, execute, test
- C. Plan, prepare, validate, execute, test
- D. Plan, prepare, test, execute, validate.
正解：D
質問 # 53
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
- A. Chat for Web and In-App
- B. Social Customer Service
- C. Digital Engagement Messaging
- D. Einstein Bo
正解：B
質問 # 54
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Define Case Auto-Response Rules.
- B. Configure Case Escalation Rules.
- C. Establish Case Assignment Rules.
- D. Create a Process Builder with Scheduled Actions.
正解：B
質問 # 55
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Number of knowledge articles in each data category.
- B. Knowledge articles created by call center agents.
- C. Knowledge search query with no results.
- D. Knowledge articles with the lowest rating.
正解：C、D
質問 # 56
Universal Containers wants to implement 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. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- B. Reduced issue resolution time
- C. Reduced first contact resolution
- D. A knowledge article life cycle that evolves based on usage and demand
正解：B、C
質問 # 57
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Customer Support Requests
- B. Net promoter Score
- C. Customer Purchase History
- D. Service Level Agreement
- E. customer satisfaction Survey
正解：B、C、E
質問 # 58
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. Entitlements and Milestones
- B. Case Assignment
- C. Case Escalation
- D. Salesforce Console
正解：A
質問 # 59
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A. Implement Case Assignment Rules.
- B. Create a self-service Help Center.
- C. Allow Comments on Knowledge articles.
- D. Enable Chat in an Experience Cloud site.
正解：B
質問 # 60
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Increased call deflection
- B. Reduced support channels
- C. Increased call routing accuracy
- D. Reduced issue resolution time
- E. Optimized use of resources
正解：B、D、E
質問 # 61
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SalesforceのADX261試験に備えるためには、サービスクラウドでの作業経験が必要であり、Salesforce管理のベストプラクティスに精通している必要があります。Salesforceは、オンラインコース、学習ガイド、練習問題など、試験に備えるための幅広いトレーニングリソースと学習資料を提供しています。
Salesforce Service Cloud Administratorの認定を取得するには、候補者はSalesforce ADX261（サービスクラウドの管理と維持）認定試験に合格する必要があります。認定試験は、候補者のSalesforce Service Cloudソリューションの実装、設定、および維持能力を検証します。認定はまた、サービスエンタイトルメントの管理、サービスクラウドオートメーションの設計と構成、およびサービスクラウドデータの分析における候補者の熟練度を示します。
リアルSalesforce ADX261試験問題 [更新されたのは2023年]：https://jp.fast2test.com/ADX261-premium-file.html
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