Salesforce Service Cloud Administration 認定 ADM-261 試験問題:
1. Universal Containers is implementing acall center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
A) Configure call center definition
B) Assign users to a call center
C) Deploy Call Center Directory
D) Configure IVR auto response
E) Install CTIadapterusing open CTI
2. 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) Create case teams and introduce swarming to resolve cases.
B) Create escalation rules to re-assign cases after SLAs have expired.
C) Enable and use Chatter feed tracking on thecase object.
D) Enable the Service Cloud Console and Knowledge sidebar for agents.
3. Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
A) Implement Partner Communities with Knowledge.
B) Implement Employee Communities with Content.
C) Implement Customer Communities with Knowledge.
D) Implement Customer Communities with Content.
4. Which three processes are uses case for Visual Workflow? Choose 3 answers
A) Assignment of email to a case queue based on subject
B) Decision-based troubleshooting for agents
C) Field validation during case creation
D) Caller verification and creation of a new case
E) Cross-sell promotions for agents
5. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?
A) Integrate with an enterprise resource planning system.
B) Develop and publish a knowledge management system
C) Configure Visual Flows on Salesforce mobile.
D) Implement Field Service Lightning.
質問と回答：
| 質問 # 1 正解： A、B、E | 質問 # 2 正解： A、C | 質問 # 3 正解： C | 質問 # 4 正解： B、D、E | 質問 # 5 正解： A |
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