Salesforce Service Cloud Consultant Quiz 3 Topic 8 Questions 11-15

Question: 1

Which solution should a consultant recommend?

AEnable the knowledge sidebar related list on the case page layout.

BCreate a visualforce page called knowledge sidebar on the case page layout.

CEnable the knowledge sidebar setting in the case support settings.

DImplement a salesforce console for service and enable the knowledge sidebar on the case page layout.

EUniversal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

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Question: 2

A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

AAdd the entitlement related list to account page layouts.

BAdd the entitlement lookup field to case page layouts.

CAdd a Validation Rule that ensures each Case has an entitlement.

DAdd a Validation Rule that ensures each Account has an entitlement.

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Question: 3

Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

AUse case auto-response rules to send an email to support managers within one hour of case creation.

BAssign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

CCreate a workflow rule to send an email to support managers when a case is created and assigned to a queue.

DCreate a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

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Question: 4

What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

ACustomize the lightning console that page.

BConfigure a chat validation rule.

CCustomize the pre-chat form.

DConfigure lightning guided engagement.

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Question: 5

Support agents need to verify that customers are eligible to receive customer support before they can update the

Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

AContacts

BProducts

CService contracts

DCase history

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Salesforce Service Cloud Consultant Quiz:3 Topic:8 Questions:11-15