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NEW QUESTION 51
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Salesforce Console
- B. Case Escalation
- C. Case Assignment
- D. Entitlements and Milestones
Answer: D
NEW QUESTION 52
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add Knowledge Data Categories to each Case.
- B. Add the Knowledge Component to the Case record page.
- C. Add the Knowledge tab to the Service Console.
- D. Add the Knowledge related list to the Case record page.
Answer: B
NEW QUESTION 53
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. Community
- B. On Demand Email to Case
- C. Email to Case
- D. Web to Case
Answer: C
NEW QUESTION 54
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
- A. Relationship to the primary contact
- B. Visibility and access to the RMA and FSR records
- C. RMA and FSR escalation requirements
- D. Case closure rules on the original case
- E. Average incoming case volume
Answer: B,C,D
NEW QUESTION 55
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