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 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 prompt callers for the service contract number within IVR menus
B. Ability to specify unique service levels for each customer
C. Ability to enforce service levels with the time-dependent processes
D. Ability to determine if a customer has escalated a case in the past
正解：A,B

質問 2：
The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
A. Enable the support setting for default email templates
B. Implement Email-To-Case
C. Implement Macros
D. Implement Quick Text
E. Enable the Support Process for default email templates
正解：A,C,D

質問 3：
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 4：
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
A. Developers can embed API calls and processes on web pages to automate call handling processes.
B. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
C. Developers can integrate with any telephony platform available with little to no need for customization.
D. Agents can use telephony on a wide range of browsers andoperating systems while only developing once.
正解：A,D

質問 5：
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers
A. Chatter
B. Publisher Actions
C. Macros
D. Quick Text
E. Omni-Channel
正解：B,C,D

質問 6：
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
A. Enable the Service Cloud Console and Knowledge sidebar for agents.
B. Create case teams and introduce swarming to resolve cases.
C. Create escalation rules to re-assign cases after SLAs have expired.
D. Enable and use Chatter feed tracking on thecase object.
正解：B,D

質問 7：
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. Restrict the ManageArticles user permission
B. Set up an intuitive Data Category hierarchy
C. Require that an article be added when closing a case
D. Enable and configurewildcards for article searches
正解：A,B

質問 8：
Universal Containers wants toimplement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers
A. Reduced first contact resolution
B. A knowledge article life cycle that evolves based on usage and demand
C. Reducedissue resolution time
D. A knowledge article life cycle that is implemented correctly the first time and does not need to change
正解：A,C

質問 9：
Customer support agents want theability to view customer related information along with caseinformation on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured tosatisfy this requirement?
A. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type
B. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
C. Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type
D. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
正解：A