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Service-Cloud-Consultant Questions and Answers

Question # 1

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

A.

Enable Work Orders.

B.

Create an Entitlement Process.

C.

Set up Milestones.

D.

Configure Service Contracts.

Question # 2

Agents at universal containers are required to update the case status to

waiting for customer after they send an email to the case contact.Support

managers are noticing that many agents are forgetting to perform this step.

What should a consultnat recommend to address this problem.

A.

Define case escalation rules

B.

Configure flow Builder /Process Builder

C.

Activate a validation rule

D.

Create a Case Macro

Question # 3

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.

Which channel should a consultant recommend to meet these requirements?

A.

Email-to-case

B.

Social Customer Service

C.

Chat

D.

Web-to-case