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

1. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

A) Verify that each article type has field level security on all fields set to read-only prior to import, in order toprevent any loss of data.
B) Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types.
C) Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
D) Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.

2. Which support channel requires the smallest amount of agent work time?

A) Web to case
B) Email to case
C) Chat
D) Webself service

3. A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A) Create a report using the case age report type.
B) Create a report using the case historical trending reporttype.
C) Create a report using the case lifecycle report type.
D) Create a report using the case snapshot report type.

4. Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A) Case queues
B) Case custom reports
C) Caseassignment rules
D) Case dashboards

5. At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration- related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?

A) Enable Chatter case feed and add product development team members to the case team.
B) Build a repository of Knowledge articles related to integration and share it with the customer.
C) Create a related child case and assign the child case to the product development team.
D) Create a private Chatter group with customers and invite key individuals to join the group.

問題與答案：