Salesforce ADM-261 問題集

質問 1：
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. Visualforce custom page
B. Auto launch flow
C. Process Builder
D. Salesforce Console for Service
正解：D

質問 2：
UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?
A. Enable the "History" component within the Salesforce Console for Service.
B. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
C. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
D. Enable the "Access Recent Items" user permission on the user profiles.
正解：A

質問 3：
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
A. Implement Customer Communities with Knowledge.
B. Implement Customer Communities with Content.
C. Implement Partner Communities with Knowledge.
D. Implement Employee Communities with Content.
正解：A

質問 4：
Which metric influences customer satisfaction? Choose 2 answers
A. Call quality
B. First call resolution
C. Cost per call
D. After call work
正解：A,B

質問 5：
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 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. On-Demand Email-to-case
D. Web tocase forms
正解：C

質問 6：
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
A. Ability to specify unique service levels for each customer
B. Ability to determine if a customer has escalated a case in the past
C. Ability to prompt callers for the service contract number within IVR menus
D. Ability to enforce service levels with the time-dependent processes
正解：A,C

質問 7：
In order to satisfy the internal Enterprise Securityrequirements, 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. Use a Partial sandbox for the DR exercise
B. Allow the exercise to be done in a Production instance
C. Use aFull copy sandbox for the DR exercise
D. Use a Developer Pro sandbox for the DR exercise
正解：C

質問 8：
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
A. Email to case with web to case
B. On-demand email to case with sites
C. Email to care with Site
D. On-demand email to case
正解：A