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Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
A. Upcoming Milestones for the Case's Entitlement
B. Internal Chatter posts about the Case
C. Knowledge articles suggested by Einstein
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days. Which approach should a consultant implement?
A. Define case auto-response rules.
B. Estabalish case assignment rules.
C. Use Flow Builder to create a flow with scheduled path.
D. Configure case escalation rules.
Explanation:
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case. Where can a support agent verify that a customer is allowed to receive support?
A. Milestones
B. Actions
C. Entitlements
Explanation:
In Salesforce Service Cloud, Entitlements serve as the mechanism to define and verify customer support eligibility. When a support agent creates a case, they can check the customer's associated entitlements to confirm whether they are eligible for support.
Entitlements outline the types of support a customer is entitled to, based on products purchased or service agreements, ensuring that support is provided in accordance with contractual obligations and service levels.
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?
A. Create a macro to send an email with the article to the customer.
B. Create a workflow email alert to send the article to the customer.
C. Create an auto-response rule to send the article to the customer.
D. Create a Lightning email template to send the article to the customer.
Explanation:
A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options. A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console.
Verified References: Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs, CK also wants interactive recommendations for every department during this process, Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?
A. Implement Flow Orchestration with Work Guides,
B. Implement a third-party app from AppExchange.
C. Implement Guidance for Success and Knowledge articles.
Explanation:
For Cloud Kicks (CK) to establish a comprehensive Incident Management, Swarming, and Change Management process that includes interactive recommendations for every department, implementing Flow Orchestration with Work Guides is advisable. Flow Orchestration enables the automation and management of complex business processes, guiding users through predefined paths that can adapt based on situational context. Work Guides provide step-by-step instructions and contextual recommendations, ensuring that each department follows best practices and maintains consistency in their approach to incident and change management. This solution supports CK's auditing and governance needs by providing a structured, traceable process that enhances operational efficiency and decision-making.
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