Salesforce ADM-261 問題集

質問 1：
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
A. Hire a certified developer to write an apex trigger thatcreates each new activity.
B. Provide a macro that will automatically create the activities when executed.
C. Assign a single agent to create the activities on all new onboarding cases.
D. Add an object-specific custom quick action to create new activities.
正解：B

質問 2：
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
A. The Social Feed
B. The Case Feed
C. A Twitter Macro
D. A Custom Component
正解：B

質問 3：
UniversalContainers initiates cases based on electronictransmissions 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 needsto 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 arelated 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. Total number of account and contact records in the database
D. Visibility and access to thework order records
E. Work order and customer contact escalation requirements
正解：B,D,E

質問 4：
Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?
A. Create a formula field on the case record to calculate percentage of escalated cases
B. Create abucket field on a report to calculate the percentage of escalated cases
C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
正解：C

質問 5：
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 an approval process to ensure only the appropriate cases get escalated.
C. Create a custom trigger to generate history when cases get escalated between tiers.
D. Create a case report to show the number of cases for each tier and sort them by case owner.
正解：A

質問 6：
What is a benefit of a quality monitoring system? Choose 2 answers
A. Teach new agents how to handle difficult situations
B. Lower the average speed of answer (ASA)
C. Capture inappropriate word usage and generate reports
D. Enforce a consistent standard of service for customer interaction
正解：C,D

質問 7：
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
A. Contact salesforce to have Omni channel enabled.
B. Assign users to Omni channel permissions.
C. Assign users to the Omni channel feature license.
D. Enable Omni channel in setup.
正解：D

質問 8：
Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
A. Case dashboards
B. Case queues
C. Caseassignment rules
D. Case custom reports
正解：B,C