ADM-261 시험 - Salesforce실제시험문제와 답 - 355문항

Question No : 1

Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times.
Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A.Configure Assignment Rules based on Case Priority.
B.Add the Entitlements related list to the Account Page Layout.
C.Create a Report of all active Entitlements grouped by Customers.
D.Configure Success, Warning, and Violation Actions for Milestones.

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Question No : 2

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 copy and 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.Allow the exercise to be done in a Production instance
B.Use a Full copy sandbox for the DR exercise
C.Use a Partial sandbox for the DR exercise
D.Use a Developer Pro sandbox for the DR exercise

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Question No : 3

Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?

A.set a cutoff date of 1.5 months before user acceptance testing for any change requests.
B.Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
C.Deliver the entire project simultaneously so as to present UC with a completed solution.
D.Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

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Question No : 4

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A.Omni-Channel Utility Component
B.Cases report sorted by Rep and Case Owner
C.Cases report sorted by Rep and Case Created Date
D.Omni-Channel Supervisor tab

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Question No : 5

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

A.Customer Community
B.Field Service Lightning
C.SOS Video Chat
D.Salesforce Knowledge

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Question No : 6

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, milestones, milestone actions, and entitlements
B.Entitlement processes, contracts, contract line Items, and entitlements
C.Entitlement processes, contract line items, milestones, and entitlements
D.Entitlement processes, contracts, milestones, and milestone actions

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Question No : 7

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A.The Customer is shown the new Rep's name
B.Both Service Reps can chat with the customer
C.The chat transcripts and case are transferred
D.The Customer doesn't know they were transferred

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Question No : 8

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A.Lightning Process Builder
B.Interaction Log
C.Lightning Row for Service
D.Path for Cases

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Question No : 9

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.Auto launch flow
B.Salesforce Console for Service
C.Visualforce custom page
D.Process Builder

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Question No : 10

Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center.
Which two features should a Consultant consider implementing? Choose 2 answers

A.Use a community template to set up their customer community.
B.Enable web -to -case on their public website.
C.Enable Live Agent in their community to chat with an agent.
D.Add the Question action to Chatter in the community publisher.

정답:

Question No : 11

UniversalContainers initiates cases based on electronic transmissions from power units.
The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on are lated custom object.
Which three aspects should the consultant consider to meet these requirements? Choose 3 answers

A.Account team relationship to the primary contact
B.Case closure rules on the original case
C.Work order and customer contact escalation requirements
D.Visibility and access to the work order records
E.Total number of account and contact records in the database

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Question No : 12

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 KCSadoption? Choose 2 answers

A.A knowledge article life cycle that is implemented correctly the first time and does not need to change
B.Reduced first contact resolution
C.A knowledge article life cycle that evolves based on usage and demand
D.Reduced issue resolution time

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Question No : 13

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A.Evolving content-based product lifecycles
B.Creating content as a result of solving issues
C.Rewarding learning, collaboration, sharing and improving.
D.Developing a knowledge base on the experience of an individual

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Question No : 14

A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members.
What should a Consultant recommend?

A.Define Article Types with Public Sharing Settings.
B.Define Data Categories with Custom Visibility.
C.Define Topics for each Knowledge article.
D.Define a Custom Field to identify the Subject.

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Question No : 15

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A.Omni-Channel routing
B.Standard Email-to-Case
C.Web-to-Case forms
D.On-Demand Email-to-Case

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Salesforce ADM-261 시험