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NEW QUESTION 48
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A. Representing metrics such as first-response and resolution time on casesB. Displaying whether a case response complies with a customer's service level agreementC. Identifying the customer contact associated with a particular stage of a service contractD. Monitoring the case escalation rule queue to confirm service levels are met

Answer: A,B

 

NEW QUESTION 49
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A. Visibility and access to the work order recordsB. Case closure rules on the original caseC. Account team relationship to the primary contactD. Total number of account and contact records in the databaseE. Work order and customer contact escalation requirements

Answer: A,B,E

 

NEW QUESTION 50
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a sharing rule for each division to provide access based on criteria of the article.B. Create a sharing rule for each division to provide access using the role hierarchy.C. Create separate data category groups for each division and assign the category to a division profile.D. Create a single data category group for each division and provide access using the role hierarchy.

Answer: D

 

NEW QUESTION 51
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

A. Verify that users are assigned the Live Agent feature license.B. verify that users have access to the Live Agent chat buttons.C. Verify that users have access to the Live Agent public group.D. Verify that users are assigned the Live Agent user profile.

Answer: D

 

NEW QUESTION 52
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

A. Remove these fields from the page layout and add the fields to the highlights panelB. Add the fields to the page layout and add the fields to the highlights panel.C. Add these fields to the page layout and add the components to the highlights panelD. Remove these fields from the page layout and add the components to the highlights panel.

Answer: B

 

NEW QUESTION 53
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