最新的Service Cloud Consultant認證 ADM-261考試題庫

問題1

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. Configure Case Escalation Rules.

B. Establish Case Assignment Rules.

C. DefineCase Auto-Response Rules.

D. Create aProcess Builder with Scheduled Actions.

正確答案: C

問題2

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultantrecommend to meet this requirement?

A. Social Persona tor Twitter and Facebook.

B. Social Media Marketing message tagging.

C. Social Customer Service for Twitter and Facebook.

D. Einstein Bot social queues.

正確答案: A

問題3

A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A. Report on agent ratings on articles

B. Report on the articles attached to cases

C. Report on the articlesfollowed in Chatter

D. Report on agent feedback on articles

正確答案: A,B

問題4

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

B. It is based on the Salesforce CTI Toolkit and consists ofsource code, libraries, and files

C. It does NOT require a software install for each call center user on a Windows-based PC.

D. It acts as anintermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

E. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

正確答案: B,D,E

問題5

A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a keyconsideration when configuring a customer portal?

A. Users cannot own records

B. Users are not associated with a role in the hierarchy

C. Users can be part of a case team

D. Users can download and view content

正確答案: B

問題6

Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?

A. Contact Salesforce to have Omni Channelenabled.

B. Assign Users to Omni Channel permissions.

C. Assign Users to the Omni Channel Feature License.

D. Enable Omni Channel in Setup.

正確答案: D

問題7

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A. Support Processes

B. Record Types

C. Page Layouts

D. Omni-Channel

E. Article Types

正確答案: A,B,D

問題8

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?

A. Lightning Flow Component

B. Lightning Guided Engagement

C. Service Console Macros

D. Path for Cases

正確答案: B

問題9

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A. Case resolution time

B. All open Cases by Priority

C. All Cases closed Month-to-date

D. All Cases by Customer

E. All open cases by Channel

正確答案: A,B,E

問題10

A customer has recently implemented an on-premise telephony system that is common in theindustry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

A. Build a custom computer telephony integration (CTI) adapter using the Toolkit.

B. Create an API integration between Salesforce and the telephony system.

C. Implement an on demand telephony solution provided by a vendor.

D. Use a computer telephony integration (CTI) adapter that supports its telephony system.

正確答案: D

問題11

Which case submission process leverages Apex emailservices?

A. On-demand Email-to-Case

B. Case submitted using chat

C. Web-to-Case

D. Email-to-Case

正確答案: A

問題12

UC has a three-tiered contactcenter.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A. Create a case report to show all casesacross tiers filtered by an escalation flag.

B. Create a custom trigger to generate history when cases get escalated between tiers.

C. Create an approval process to ensure only the appropriate cases get escalated.

D. Create a case report to show the number of cases for each tier and sort them by case owner.

正確答案: A

問題13

Milestones can be added to which three Object types? Choose 3 answers

A. Entitlement

B. Service

C. Case

D. Account

E. Work Order

正確答案: A,C,E

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