最新なSalesforce ADM-261問題集（359題）、真実試験の問題を全部にカバー！

質問 1：
Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
A. Entitlements
B. Case Escalation
C. Case Milestones
D. Omni-Channel
正解：A

質問 2：
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?
A. Mobile Connect
B. Contact Request
C. omni Channel
D. Field Service
正解：D

質問 3：
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement?
Choose 2 answers
A. Support Processes
B. Support Types
C. Record Types
D. Approval Processes
正解：A,C

質問 4：
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Communityusers are able to access only their cases online, including cases created by the support team on their behalf over the phone?
A. A sharing rule to ensure record access is granted based on criteria of the case.
B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
C. A sharing set to grant the Customer Community user access to records associated to their Contact record.
D. Anorganization-wide default of Public Read/Write on the Case object.
正解：A

質問 5：
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
A. Indicates when records and lists are changed by others
B. Is available for users in the partner portal
C. Displays records and their related items as tabs on one screen
D. Allows Chatter Messenger to be used between agents
正解：C,D

質問 6：
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customersatisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
A. Hire additional support agents
B. Reduce the cost per call
C. Train support agents
D. Align agent performance goals with KPIs
正解：C,D

質問 7：
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
A. Creating content as aresult of solving issues
B. Evolving content-based product lifecycles
C. Rewarding learning, collaboration, sharing and improving.
D. Developing a knowledge base on the experience of an individual
正解：A,C

質問 8：
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
A. Case volume by channel.
B. Open cases by reason.
C. Average case stage duration.
D. Cases created by type.
正解：C