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Download Administer and Maintain Service Cloud Exam Dumps
NEW QUESTION 52
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Entitlements
- B. Omni-Channel
- C. Case Milestones
- D. Case Escalation
Answer: A
NEW QUESTION 53
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Support Processes
- B. Article Types
- C. Record Types
- D. Page Layouts
- E. Omni-Channel
Answer: A,C,E
NEW QUESTION 54
Milestones can be added to which three object types?
Choose 3 Answers
- A. Work order
- B. Service
- C. Entitlement
- D. Case
- E. Account
Answer: A,C,D
NEW QUESTION 55
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Visual Remote Assistant
- B. Field Service Scheduler
- C. Workforce Engagement Self Scheduling
- D. Omni-Channel Routing
Answer: B
NEW QUESTION 56
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a data category for each product; assign data categories to service agents.
- B. Create a permission set for each record type; assign permissions to service agents.
- C. Create a page layout for each record type; assign layouts to service agents.
- D. Create an article action for each record type; assign record types to service agents.
Answer: A
NEW QUESTION 57
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