Service Cloud Administration練習テスト2025年最新のADM-261ストレスなしで合格させちゃう！
練習Service Cloud Consultant ADM-261問題集オンライン試験練習テストと詳細な解説付き！
Salesforce ADM-261（Service Cloud Administration）認定試験は、Salesforceサービスクラウドを管理および管理する専門家が自分の専門知識を証明するために設計されています。この認定は、世界的に認められており、候補者のキャリアの見通しを向上させることができます。試験の準備には、Salesforceサービスクラウド管理コース、練習問題、および学習資料を利用することができます。
質問 # 142
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager 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 created using Communities by month.
- B. Number of Knowledge articles created each month.
- C. Average call handle time by team.
- D. Number of cases closed by self-service users.
正解：A、D
質問 # 143
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. First call resolution
- B. Upsell percentage
- C. Average handle time
- D. Customer retention
正解：A、C
質問 # 144
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Redirect users from the company site to social media forums about the products.
- B. Makeknowledge base articles and community answers accessible on its website.
- C. Make contact center representatives accessible 24/7 to distribute the call volume.
- D. Hire contact center representatives that specialize in each of the product categories.
正解：B
質問 # 145
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
- A. Data loader, change sets, and Force.com Excel Connector
- B. Visual Workflow, data loader, and Force.com IDE
- C. Mass Transfer Records, change sets, and Force.com migration tool
- D. Force.com migration tool, Force.com IDE, and change sets
正解：D
質問 # 146
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On the Calendar right hand panel
- B. On a recordActivity Feed list
- C. On a record Highlights Panel
- D. On a utility bar of the Lightning App
正解：B
質問 # 147
Milestones can be added to which three Object types? Choose 3 answers
- A. Case
- B. Entitlement
- C. Work Order
- D. Account
- E. Service
正解：A、B、C
質問 # 148
Universal Containers has Technical Support and general 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 to a Permission Set granting the Service User license.
- B. Assign users to a Public Group with access to the service console app.
- C. Assign users to a Permission Set with access to the service console app.
- D. Assign users the Service User license on their User record.
正解：C、D
質問 # 149
Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?
- A. Create a Chatter group andinvite the customer to join with an external chatter user.
- B. Set up insert Article into Social post and enable the customer community portal.
- 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：B
質問 # 150
Universal containers is in the process of setting up abusiness-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Service contracts
- B. Milestones
- C. Cases
- D. Assets
正解：A
質問 # 151
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Web -to -Case
- B. Live Agent
- C. Community
- D. Chatter Questions
正解：C、D
質問 # 152
What method can NOT beleveraged to capture Cases in addition to via the Case tab?
- A. Email to Case
- B. Chatter feeds
- C. Self Service Portal
- D. Customer Portal
正解：B
質問 # 153
A customer calls the service desk at UniversalContainers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the entitlements related list to contact records
- B. Add the assets related list to contact records
- C. Add the service contract related list to contact records
- D. Add the entitlement contacts related list to account records
正解：A
質問 # 154
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Data loader, change sets, and Force.com Excel Connector
- B. Visual Studio Code and change sets
- C. Visual Workflow, data loader, and Force.com IDE
- D. Mass Transfer Records,change sets, and Visual Studio Code
正解：B
質問 # 155
Universal Containers wants toimplement 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. Reduced first contact resolution
- B. A knowledge article life cycle that evolves based on usage and demand
- C. Reduced issue resolution time
- D. A knowledge article life cycle that is implementedcorrectly the first time and does not need to change
正解：A、C
質問 # 156
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manageruse to measure the success of the implementation? Choose 3 answers
- A. Number of successful keyword searches.
- B. Number of articles associated to cases.
- C. Number of Chatter files attached to cases.
- D. Number of content packs attached to cases.
- E. Number of published article views.
正解：A、B、C
質問 # 157
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Create escalation rules to re-assign cases after SLAs have expired.
- B. Enable and use Chatter feed tracking onthe case object.
- C. Enable the Service Cloud Console and Knowledge sidebar for agents.
- D. Create case teams and introduce swarming to resolve cases.
正解：B、D
質問 # 158
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