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

1. What is the capability of case feed?

A) Switch from case feed to standard detail pages using a console component
B) Embed case feed functionality within a visual force page.
C) Enable call control using the CTI case feed publisher.
D) Add custom visual force pages to the case feed page layout.

2. Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

A) Workfl
B) Email Template
C) Email Relay
D) Email Alert
E) Assignment Rule

3. Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts andcomments to an existing customer record* Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

A) Enable Salesforce social profile on contacts.
B) Enable Social Customer Service.
C) Integrate Facebook to its existing Customer Community.
D) Create a Lightning Platform app for Facebook monitoring.

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. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A) Assign a global team of experienced agents and leaders to create a common design template and report structure.
B) Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
C) Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.
D) Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

問題與答案：