최신 Service Cloud Consultant ADM-261 무료샘플문제:
1. Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
A) Makeknowledge base articles and community answers accessible on its website.
B) Make contact center representatives accessible 24/7 to distribute the call volume.
C) Hire contact center representatives that specialize in each of the product categories.
D) Redirect users from the company site to social media forums about the products.
2. Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
A) Create a single Dashboard with a Region filter.
B) Create a single Dashboard with a Case Team filter.
C) Create a Dashboard for each CaseTeam.
D) Create a Dashboard for each Region.
3. Thelifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
A) Create, consume, feedback, approve, publish
B) Create, feedback, publish,approve, consume
C) Create, publish, feedback, approve,consume
D) Create, approve, publish, consume, feedback
4. Which two configuration steps are required before quick actions can be used in Macros?
A) Global Actions needs on the publisher layout.
B) The specific quick action must be added to the case Feed.
C) The specific quick action must be added to the case record Type.
D) Quick Actions must be enabled in the org.
5. Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
A) Assign users to the Omni channel feature license.
B) Enable Omni channel in setup.
C) Assign users to Omni channel permissions.
D) Contact salesforce to have Omni channel enabled.
질문과 대답:
| 질문 # 1 정답: A | 질문 # 2 정답: A | 질문 # 3 정답: D | 질문 # 4 정답: B,D | 질문 # 5 정답: B |
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