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質問 1：
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
A. Enable and configure wildcards for article searches
B. Restrict the ManageArticles user permission
C. Set up an intuitive Data Category hierarchy
D. Require that an article be added when closing a case
正解：B,C
質問 2：
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
A. Case Auto-Response Rules
B. Case Assignment Rules
C. Omni-Channel
D. Visual Workflow
正解：C
質問 3：
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
A. Assign team-based profiles to the associated product article types
B. Assign team-based profiles to the associated product data category value
C. Assign team-based roles to theassociated product article types
D. Assign team-based roles to the associated product data category value
正解：D
質問 4：
Which three processes are uses case for Visual Workflow? Choose 3 answers
A. Cross-sell promotions for agents
B. Decision-based troubleshooting for agents
C. Assignment of email to a case queue based on subject
D. Caller verification and creation of a new case
E. Field validation during case creation
正解：A,B,D
質問 5：
KCS (knowledge centered support) what is it? Choose 2Answers
A. Share knowledge with the business partners
B. Standard for managing customer support and delivery
C. Process for creating and maintaining knowledge
D. Method for social media management
正解：A,C
質問 6：
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
正解：B
質問 7：
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
A. Number of calls offered
B. Schedule adherence
C. Quality monitoring score
D. Agent utilization
正解：B,D
質問 8：
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 Template
B. Assignment Rule
C. Email Alert
D. Email Relay
E. Workfl
正解：A,C,E
質問 9：
When a Self Service Portal User adds a Case Comment the following actions take place:
A. A Workflow rules is activated
B. An email is automatically sent to the case owner
C. An Assignment Rule is Activated
D. None of the above
正解：B
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
A. Enable and configure wildcards for article searches
B. Restrict the ManageArticles user permission
C. Set up an intuitive Data Category hierarchy
D. Require that an article be added when closing a case
正解：B,C
質問 2：
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
A. Case Auto-Response Rules
B. Case Assignment Rules
C. Omni-Channel
D. Visual Workflow
正解：C
質問 3：
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
A. Assign team-based profiles to the associated product article types
B. Assign team-based profiles to the associated product data category value
C. Assign team-based roles to theassociated product article types
D. Assign team-based roles to the associated product data category value
正解：D
質問 4：
Which three processes are uses case for Visual Workflow? Choose 3 answers
A. Cross-sell promotions for agents
B. Decision-based troubleshooting for agents
C. Assignment of email to a case queue based on subject
D. Caller verification and creation of a new case
E. Field validation during case creation
正解：A,B,D
質問 5：
KCS (knowledge centered support) what is it? Choose 2Answers
A. Share knowledge with the business partners
B. Standard for managing customer support and delivery
C. Process for creating and maintaining knowledge
D. Method for social media management
正解：A,C
質問 6：
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
正解：B
質問 7：
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
A. Number of calls offered
B. Schedule adherence
C. Quality monitoring score
D. Agent utilization
正解：B,D
質問 8：
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 Template
B. Assignment Rule
C. Email Alert
D. Email Relay
E. Workfl
正解：A,C,E
質問 9：
When a Self Service Portal User adds a Case Comment the following actions take place:
A. A Workflow rules is activated
B. An email is automatically sent to the case owner
C. An Assignment Rule is Activated
D. None of the above
正解：B
小田** -
まさかの満点で試験を受かりました。やったぜ!
Pass4Testの担当様、本当にありがとうございました。
今回ADM-261を目指しますが、その時はまたよろしくお願いしますね。