ADM-261無料問題集「Salesforce Service Cloud Administration」

質問 1

Which support channel requires the smallest amount of agent work time?

（A）Email to case

（B）Chat

（C）Webself service

（D）Web to case

正解：C 解答を投票する

質問 2

UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

（A）Process Builder

（B）Salesforce Console for Service

（C）Auto launch flow

（D）Visualforce custom page

正解：B 解答を投票する

質問 3

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 liketo 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 email alert action that sends an email to the case contact when a case with the"Errata" record type is created

（B）Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

（C）Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

（D）Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created

正解：A 解答を投票する

質問 4

Service Representatives arecomplaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?

（A）Define criteria-based record page components

（B）Enable Keyboard shortcuts

（C）Configure Macros

（D）Create multiple Console layouts

正解：B 解答を投票する

質問 5

Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

（A）Process Builder Assignment

（B）Live Agent

（C）Omni Channel

（D）Case Assignment Rules

正解：C 解答を投票する

質問 6

Universal Containers support manager wants to share product-specific information with their customerCommunities. What should a consultant recommend to meet this requirement? Choose 3 answers

（A）Publish Articles to external channels

（B）Enable Article deliveries

（C）Enable Public Solutions

（D）Assign Article types to the Community

（E）Configure Content Library permission

正解：A、C、D 解答を投票する

質問 7

Thecost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

（A）Enable Live Agent to handle incoming service inquiries

（B）Enable Chatter for agent collaboration

（C）Create auto-response templates for incoming emails

（D）Enable Ideas in a customer portal

正解：A、B 解答を投票する

質問 8

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

（A）Global Actions need to be on the publisher layout.

（B）Quick Actions must be enabled in the org.

（C）The specific Quick Action must be added to the Case Feed.

（D）The specific Quick Action must be added to the Case record page.

正解：C、D 解答を投票する

ADM-261 無料問題集「Salesforce Service Cloud Administration」

弊社を連絡する

関連リンク

トップ試験