最新的Salesforce ADM-261免費考試真題

問題1

Universal Banking hascustomer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articlespertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

A. Create geography-based profiles to restrict access using data categories

B. Create geography-based profiles to restrict access by mapping articletypes

C. Create geography-based roles to restrict access by mapping article types

D. Create geography-based roles to restrict access using data categories

正確答案: D

問題2

Using Import Wizard, howmany Asset records can you import at a time?

A. You cannot import Assets via Import Wizard

B. 1000

C. 100,000

D. 5000

E. 50,000

正確答案: A

問題3

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

B. Use Bulk API to load the product bug data into Salesforce

C. Use Web Services API to integrate the external database with Salesforce

D. Create a custom product bug object and import data into Salesforce

正確答案: A,C

問題4

Using standard case management capabilities, what can be emailed to a customer as a PDFattachment?

A. Articles appearing in the Knowledge sidebar

B. Contract details related to the entitlement

C. Products and assets associated to the case

D. Knowledge articles attached to the case

正確答案: D

問題5

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would liketo send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

B. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created

D. Create a workflow rule and email alert action that sends an email to the case contact when a case with the"Errata" record type is created

正確答案: D

問題6

In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

A. Use a Partial sandbox for the DR exercise

B. Use aFull copy sandbox for the DR exercise

C. Allow the exercise to be done in a Production instance

D. Use a Developer Pro sandbox for the DR exercise

正確答案: B

問題7

Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

A. Prepare, Plan, Text, Execute, Validate

B. Plan, Prepare, Test, Execute, Validate

C. Plan, Prepare, Validate, Execute, Text

D. Prepare, Plan, Validate, Execute, Text

正確答案: B

問題8

Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

A. Use Apex to create an adapter to work with third-party CTI systems

B. Assignthe Salesforce users to the Call Center.

C. Install an adapter from AppExchange to work with third-party CTI systems

D. Create a SoftPhone layout and assign to user profiles

E. Assign the Salesforce CTI license to Salesforce users

正確答案: B,C,D

問題9

UniversalContainers plans to migrate data into SFDC from alegacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A. Normalize database

B. Perform data cleaning

C. Develop data map

D. Enable data validation rules

正確答案: B,C

問題10

Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?

A. Assign users a sharing rule with access to the service console app

B. Assign user topublic group with access to the service console app

C. Assign users a profile with access to the service console app

D. Assign users a permission with access to the service console app

正確答案: C,D

問題11

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A. Agents can use telephony on a wide range of browsers andoperating systems while only developing once.

B. Developers can embed API calls and processes on web pages to automate call handling processes.

C. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

D. Developers can integrate with any telephony platform available with little to no need for customization.

正確答案: A,B

問題12

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A. Createmultiple agent console applications and configure the Iayout based on the user's requirements.

B. Create case page layouts for each interactionchannel and assign them to different agent profiles.

C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

正確答案: D

最新的Salesforce Service Cloud Administration - ADM-261免費考試真題

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