Salesforce Service Cloud Administration 認定 ADM-261 試験問題:

1. Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which twodeploysolutions should a consultant to ensure skills-based routing is operational in Production?

A) Data Loader
B) Data Import Wizard
C) Mass Transfer Records
D) Change Sets

2. UniversalContainers initiates cases based on electronictransmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needsto contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A) Total number of account and contact records in the database
B) Account team relationship to the primary contact
C) Work order and customer contact escalation requirements
D) Visibility and access to thework order records
E) Case closure rules on the original case

3. The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

A) Create a report using the Case historical trending report type
B) Create a report using the Case Lifecyle report type
C) Create a report using the Case snapshot report type
D) Create a report using the Case age report type

4. What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A) Developing a knowledge base on the experience of an individual
B) Evolving content-based product lifecycles
C) Creating content as aresult of solving issues
D) Rewarding learning, collaboration, sharing and improving.

5. A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A) Set up Milestones.
B) Enable Work Orders.
C) Configure Service Contracts.
D) Create an Entitlement Process.

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