Salesforce ADX261 問題集

質問 1：
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?
A. Use a trigger to automatically create a new article.
B. Develop a globally-shared macro to create a new article.
C. Create a Quick Action to map case fields to a new article
正解：C

質問 2：
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?
A. Email-to-Case
B. AppExchange package
C. Web-to-Case
正解：A

質問 3：
A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?
A. Lightning Dialer
B. Service Cloud Softphone Layout
C. Service Cloud Call Center
正解：C

質問 4：
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
A. Original creation date and total number of article views in the last year
B. Last modified date and total number of article view in the last year
C. Last modified date and terms searched frequently in the last year
正解：B

質問 5：
Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?
A. Case History
B. Cases with Milestones
C. Case Lifecycle
正解：A

質問 6：
Universal Containers (UC) is coaching new service agents to improve their productivity and service quality. The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case.
Which solution should the consultant advise that service supervisors use to meet these requirements?
A. Set up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.
B. Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT.
C. Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.
正解：A

質問 7：
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?
A. Document the gap in requirements and discuss the schedule and budget Impact with the project team.
B. Incorporate the additional requirements to the project scope and continue with the original project schedule.
C. Prepare a change order to account for the additional requirements and communicate the new project schedule.
正解：A