ADX261の無料問題集（179題）、ADX261認定試験参考書

Salesforce ADX261 問題集

試験コード：ADX261

試験名称：Administer and Maintain Service Cloud

最近更新時間：2024-05-01

問題と解答：全179問

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質問 1：
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
A. Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.
B. Use case auto-response rules to send an email to support managers within 1 hour of case creation.
C. Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 2：
What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?
A. It should be routed via Omni-Channel,
B. It is incompatible with Einstein Bots.
C. It should be deployed with Experience Builder.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 3：
Which advantage does Salesforce provide with the OpenCTI framework?
A. Developers can Integrate with any telephony platform available with minimal need for customization.
B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 4：
Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?
A. Email-to-Case
B. On-Demand Email-to-Case
C. Web-to-Case
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 5：
Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers.
What should a consultant recommend to meet this requirement?
A. Einstein Article Recommendations
B. Action & Recommendations component
C. Einstein Reply Recommendations
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 6：
Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.
What should a consultant do to address the risk?
A. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.
B. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
C. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 7：
Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
A. Create a Case Macro.
B. Create a Validation Rule.
C. Create an action on Case,
正解：A
解説: (Topexam メンバーにのみ表示されます)

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Salesforce Administer and Maintain Service Cloud 認定 ADX261 試験問題:

1. Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?

A) Email relay
B) Email-to-Case
C) deg -Demand Email-to-Case

2. Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?

A) Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
B) Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business
C) Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

3. Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching.
What is the recommended feature to improve productivity?

A) Custom macros
B) Keyboard shortcuts
C) Quick text

4. Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?

A) Set up quick text options in the utility bar to add article links.
B) Configure Lightning Knowledge component and related list actions.
C) Configure Lightning Knowledge component to auto attach article PDF.

5. Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?

A) Enablement
B) Test
C) Design

質問と回答：

質問 # 1
正解： B

質問 # 2
正解： A

質問 # 3
正解： B

質問 # 4
正解： B

質問 # 5
正解： C