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最新的 Service Cloud Consultant ADM-261 免費考試真題:

1. Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

A) Interactive Voice Response
B) Order Management System
C) Automatic Call Distribution
D) Computer Telephony Integration

2. Which two configuration steps are required before quick actions can be used in Macros?

A) The specific quick action must be added to the case Feed.
B) Global Actions needs on the publisher layout.
C) The specific quick action must be added to the case record Type.
D) Quick Actions must be enabled in the org.

3. A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a keyconsideration when configuring a customer portal?

A) Users can be part of a case team
B) Users are not associated with a role in the hierarchy
C) Users cannot own records
D) Users can download and view content

4. Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact centermanager analyze? Choose 3 answers

A) Number of closedcases on first call
B) Average number of days to close cases
C) Number of cases escalated
D) Number of new customers added
E) Number of open cases per day

5. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?

A) Create a custom report.
B) Create a custom Visualforce page.
C) Create a custom view on the Case tab.
D) Create a custom related list on the case.

問題與答案：