最新なSalesforce ADX261問題集（179題）、真実試験の問題を全部にカバー！

質問 1：
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
A. Average Handle Time
B. Reduced Call Volume
C. Total Open Cases
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 2：
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
A. Secondary Routing Priority
B. Skills-Based Routing
C. Capacity Model
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 3：
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
A. Incident Management tab and Whisper Messages
B. Omni-Channel Supervisor and Whisper Messages
C. Chat Supervisor tab and Whisper Messages
正解：B
解説: (Pass4Test メンバーにのみ表示されます)

質問 4：
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?
A. Create a custom tab that displays a search page from the billing system.
B. Integrate payment data into Salesforce from the billing system using custom objects.
C. Configure Salesforce Connect and External Objects to the billing system.
正解：C
解説: (Pass4Test メンバーにのみ表示されます)

質問 5：
Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
A. Click Publish after the Approval Process.
B. Set the final approval action to 'Lock the record for editing'.
C. Set the status to Published fram the Knowledge approval page.
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 6：
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.
What should a consultant recommend to meet the requirements?
A. Mention the case number in a Chatter group.
B. Add the Account object to Recent Items utility.
C. Include the History utility in the console app.
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 7：
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?
A. Migrate the data to a data lake and request a dashboard.
B. Use Einstein Analytics for Service Cloud,
C. Create reports from Cases and display on a dashboard.
正解：B
解説: (Pass4Test メンバーにのみ表示されます)

質問 8：
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
A. Create a folder for each product line and share them with public groups.
B. Add a permission set for Read access to the appropriate product line.
C. Set the organization-wide default to Private and create sharing rules to share them with roles.
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 9：
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?
A. Chat with an agent
B. Email-to-Case
C. Knowledge base
正解：C
解説: (Pass4Test メンバーにのみ表示されます)