2022年更新のADM-261問題集合格保証付きで合格できます！ [Q120-Q142]

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2022年更新のADM-261問題集合格保証付きで合格できます！

ADM-261試験問題集を試そう！ベストADM-261試験問題トレーニングを提供しています

質問 120
Universal Containers (UC) is updating the ServiceCloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

Deploy theconfigured and tested app to production, update the agent’s profile to view the app and take away access to the old app.

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Deploy theconfiguration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Configure the new app m developer org and use an unmanaged package to deploy to production.

質問 121
A Service Manager has just configured Live Agent at a company site. Now,the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

verify that users have access to the Live Agent chat buttons.

Verify that users have access to the Live Agent public group.

Verify that users are assigned the Live Agent feature license.

Verify that users are assigned the Live Agent user profile.

質問 122
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?

Lightning Knowledge

Classic Knowledge

Salesforce Content

Salesforce Files

質問 123
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

Publish articles to external channels

Assign article types to the communities

Enable public solutions.

Configure content library permissions

Enable article deliveries

質問 124
Using Import Wizard, how many Asset records can you import at a time?

1000

5000

50,000

100,000

You cannot import Assets via Import Wizard

質問 125
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 executivemanagement understand service center costs? Choose 3 answers

All open Cases by Priority

All open cases by Channel

All Cases closed Month-to-date

Case resolution time

All Cases by Customer

質問 126
What are two benefits of deploying Knowledge in Customer Communities?

Reducesincoming call volume

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gap in the knowledge base

質問 127
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, andreal-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

Mass email

Communities

Public groups

Salesforce Chat

質問 128
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

Remove formula fields from filter criteria.

Remove unnecessary columns from the reports.

Remove date boundaries from filter criteria.

Remove dashboards based onlong-running reports.

質問 129
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailablefor approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

Publish ongoing updates to the community knowledge base with details about the upgrade.

Communicate information about the upgrade to customers in advance.

Send routine status updates to customers via Chatter during the upgrade.

Replace the default outage page with a custom page containing upgrade information.

Notify customers once the upgrade is completed and full services are restored.

質問 130
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

Create three article types for each product area (Personal Banking, Mortgage, CD).

Create three data categories for each product area (Personal Banking, Mortgage, CD).

Create two data categories to display information (Question/Answer, Product Info).

Create two articletypes to display information (Question/Answer, Product Info).

質問 131
What method can NOT beleveraged to capture Cases in addition to via the Case tab?

Email to Case

Chatter feeds

Customer Portal

Self Service Portal

質問 132
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

Process Builder

Lightning Knowledge

Macros

Visual Workflow

質問 133
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure CustomerCommunity users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A sharing set to grant the Customer Community user access to records associated to their Contact record.

An organization-wide default of Public Read/Write on the Case object.

A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

A sharing rule to ensure record access is granted based on criteria of the case.

質問 134
Which feature should a consultantconfigure to allow global service reps to call customers from within the lightning service console?

Open CTI

Lightning dialer

Local presence

Macros

質問 135
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

Insert a reference Thread ID in the email subject template

Use Omni-Channel to automatically route inbound email

Assign a user to manually manage incoming email

Convert to an On-Demand Email-to-Case setup

質問 136
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

Create an article action for each record type and assign them to each team based on their product specialization

Create a permission set for each record type and assign them to each team based on their product specialization

Create a page layout for each article type and assign them to each team based on their product specialization

Create a data category for each product and assign them to each team bases on their product specialization

質問 137
The contact center manager at Universal Containers is concernedthat the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

Skills -based routing

Private branch exchange

Workforce management

Interactive voice response

質問 138
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

Create a case queue for all created or updated cases.

Create a case report that displays all created or updated cases.

Create an email alert notification for Case Teams.

Create a case list view that is filtered by My Case Teams.

質問 139
Universal Containers’ contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

Create a bucket field on a report to calculate the percentage of escalated cases

Create a case report with a custom summary formula to calculate the percentage of escalated cases

Create a formula field on the case record to calculate percentage of escalated cases

Create a daily snapshot report of all cases and calculate percentage of escalated cases

質問 140
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC’s Community. Which three features must be configured to accomplish this? Choose 3 answers

Email Alert

Email Relay

Email Template

Assignment Rule

Workfl

質問 141
Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

Create a report that display the # of articles searched during the past 2 months

Report displays # of articles associated to data categories during past 2 months

Report that displays # of cases with articles attached during the past 2 months

Report that displays # of newarticles created during the past 2 months

質問 142
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

Display articles in a public knowledge base.

Display articles in Salesforce Answers.

Display articles with HTML, images, and links.

Publish articles to the Web using Salesforce Publisher.