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NEW QUESTION 50
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

  • A. Auto-Add Milestones
  • B. Cross-Object Formula
  • C. Lookup Filter
  • D. Approval Process

Answer: C

 

NEW QUESTION 51
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

  • A. Change the org-wide default for cases and contacts internal access to private.
  • B. Set up a sharing set to grant access based on the community member’s contact record.
  • C. Update the case assignment rule to add the community member to the predefined case team.
  • D. Create a sharing rule to share the contact record with the community member.

Answer: B

 

NEW QUESTION 52
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers’ customers? Choose 2 answers

  • A. Allows customers to customize reports and dashboards
  • B. Allows customers to customize their user interface
  • C. Allows customers to search a knowledge base.
  • D. Allows customers the ability to collaborate

Answer: C,D

 

NEW QUESTION 53
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

  • A. Enable Suggested Articles.
  • B. Add Data Category Groups.
  • C. Create Synonym Groups.
  • D. Create Article Translation.

Answer: A

 

NEW QUESTION 54
……

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