Salesforce ADM-261 問題集

試験コード：ADM-261

試験名称：Service Cloud Administration

最近更新時間：2026-06-25

問題と解答：全359問

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質問 1：
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
A. Create a Dashboard for each Region.
B. Create a Dashboard for each CaseTeam.
C. Create a single Dashboard with a Region filter.
D. Create a single Dashboard with a Case Team filter.
正解：C

質問 2：
UniversalContainers plans to migrate data into SFDC from alegacy system. Which step should be taken before performing the migration of the data (Choose 2)?
A. Perform data cleaning
B. Enable data validation rules
C. Develop data map
D. Normalize database
正解：A,C

質問 3：
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
A. Email Alert
B. Assignment Rule
C. Email Relay
D. Email Template
E. Workfl
正解：A,D,E

質問 4：
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
A. Allow agents to create Knowledge articles when closing a case.
B. Add the Submit Feedback button to articles.
C. Require agents to create Knowledge articles when opening a case.
D. Add the Submit Feedback buttonon the Solutions tab.
正解：A

質問 5：
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
A. Open cases by reason.
B. Cases created by type.
C. Average case stage duration.
D. Case volume by channel.
正解：C

質問 6：
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
A. Lightning Dialer
B. Macros
C. Local Presence
D. Open CTI
正解：A

質問 7：
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers
A. Add additional components to the Lightning console.
B. Ensure each laptop has a modern browser installed.
C. Coach users on minimizing open console tabs.
D. Allow the user to log into Live Agent from multiple browsers.
正解：B,C

質問 8：
Universal containers is looking for ways to provide more proactive support and topromote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Whichtwo feature should the consultant recommend as part of the deployment?
A. Enable the Moderation feature to automatically create cases from posts.
B. Retrieve Social Studio credentials.
C. Select two Twitter or Facebook accounts.
D. Create and assign permission sets to give agents social account access.
正解：A,D

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Salesforce Service Cloud Administration 認定 ADM-261 試験問題:

1. To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended tomeet this objective?

A) Assign article managers to publication teams and specific publication states to each team.
B) Assign article managers to public groups and specificpublication states to each group.
C) Assign article managers to public groups and specific article actions to each group.
D) Assign article managers to publication teams and specific article actions to each team.

2. Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A) Create a custom product bug object and import data into Salesforce
B) Use Web Services API to integrate the external database with Salesforce
C) Use Bulk API to load the product bug data into Salesforce
D) Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

3. The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

A) Automatic Call Distributor
B) Interactive Voice Response
C) Private Branch Exchange
D) Time and Attendance

4. What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

A) Plan and communicate the deployment to all users of the organization in advance.
B) Select a window of time when users will NOT be making changes to the organization.
C) Migrate atest deployment to a stagingenvironment for a smoother real-life experience.
D) Ensure all users refrain from logging into production for an entire day prior to deployment.
E) Ensure that at least 60% of the code is covered by unit tests before deploying to production.

5. One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a SystemAdministrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

A) Log aData Recovery case with Salesforce Support.
B) Manually update the corrupt data to correct it.
C) Use Data Loader to delete the corrupt data.
D) Restore the data using the available backup.

質問と回答：

質問 # 1
正解： C

質問 # 2
正解： B、D

質問 # 3
正解： B

質問 # 4
正解： A、B、C

質問 # 5
正解： A