최신Salesforce Administer and Maintain Service Cloud - ADX261무료샘플문제
문제1
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.
What should the consultant recommend to meet the requirements?
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.
What should the consultant recommend to meet the requirements?
정답: A
문제2
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
정답: A
문제3
The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?
The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?
정답: C
문제4
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?
정답: B
문제5
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?
정답: C
문제6
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
정답: A
문제7
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
정답: C
문제8
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
정답: C
문제9
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
정답: C
문제10
Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?
Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?
정답: B
문제11
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?
정답: C