Name: Salesforce.Service-Cloud-Consultant.v2020-11-27.q122 Question 26
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Question 26

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Question 26/122

Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A. Ability to prompt callers for the service contract number within IVR menus

B. Ability to specify unique service levels for each customer

C. Ability to enforce service levels with the time-dependent processes

D. Ability to determine if a customer has escalated a case in the past

Correct Answer: A,B

Recent Comments (The most recent comments are at the top.)

David Jurado - Sep 16, 2021

B,C As Madhu said.

Madhu - Feb 02, 2021

Correct Answer: B, C

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Question List (122q): Question 1: Universal Containers recently rolled out a Salesforce Knowle...; 2 commentQuestion 2: Universal Containers (UC) is updating the Service Cloud cons...; Question 3: UC has two customer service contact centers and each focuses...; 1 commentQuestion 4: Universal Containers wants to be able to assign Cases based ...; Question 5: Universal Containers requires that users have the ability to...; 2 commentQuestion 6: Universal Containers has four internal divisions that use Sa...; Question 7: The Service Manager at Universal Containers wants to improve...; 1 commentQuestion 8: The Support Manager at Universal Containers wants to improve...; 2 commentQuestion 9: Universal Containers has a single contact center that handle...; Question 10: An outsourced contact center is losingpart-time agents to a ...; 5 commentQuestion 11: Universal Containers wants customers to have the ability to ...; Question 12: Universal containers wants to assign support agents to handl...; Question 13: Universal Containers requires that a case is logged for ever...; Question 14: Universal Containers would like to provide their contact cen...; Question 15: What statement is true about the Salesforce Knowledge articl...; 2 commentQuestion 16: Universal Containers' support team requires its customers to...; Question 17: Which two advantages does Salesforce provide with the OpenCT...; Question 18: Which of the following utilize the "Automated Case User" (Ch...; Question 19: Universal Containers has a service level agreement (SLA) wit...; 1 commentQuestion 20: The cost of service for Universal Containers' contact center...; 3 commentQuestion 21: A Service Manager has recently implemented Salesforce Knowle...; Question 22: Universalcontainers has implemented salesforce knowledge and...; Question 23: SLA says agent must respond within one hour, or if marked "u...; Question 24: Auto Response rules work on which objects?...; 2 commentQuestion 25: Universal Containers wants to import articles from a previou...; 2 commentQuestion 26: Universal Containers wants to create a process to verify tha...; 3 commentQuestion 27: From any queue list view, users can take ownership of one or...; Question 28: Universal Containers is using the Service Cloud Console for ...; Question 29: UC has a three-tiered contact center. Cases are routed to Ti...; Question 30: Open CTI allows Advanced Administrators and Developers to em...; Question 31: What is a recommended way to migrate data from an external s...; Question 32: What solution should a consultant recommend while designing ...; Question 33: The lifecycle of a Knowledge article consists of five stages...; Question 34: A customer utilizes a high-volume Service Cloud portal for i...; Question 35: A Contact Center Manager is implementing a new customer care...; Question 36: Universal Containers allows Agents to work remotely using a ...; Question 37: Which technology will allow a client to enableideas on a pub...; Question 38: What method can NOT be leveraged to capture Cases in additio...; Question 39: Which contact center type is most likely to implement Inform...; Question 40: A company has these requirements for dealing with Cases: - H...; Question 41: What can universal containers do to reduce costs and immedia...; 1 commentQuestion 42: Universal Containers wants to deploy Live Agent as a new sup...; Question 43: Universal Containers istraining a new set of Service Reps. P...; 1 commentQuestion 44: UC is creating an inbound customer support contact center to...; 1 commentQuestion 45: The Service Desk at Universal Containers is considering impl...; Question 46: What is a benefit of a quality monitoring system? Choose 2 a...; 1 commentQuestion 47: UC has a telemarketing contact center with agents who cold-c...; Question 48: Which statements are true regarding a prebuilt Salesforce co...; Question 49: Universal Containers purchased Knowledge and would like to i...; 2 commentQuestion 50: Universal Containers provides Customer Support for two separ...; Question 51: Which metric influences customer satisfaction? Choose 2 answ...; Question 52: Universal Containers (UC) has hired a consulting firm to imp...; 1 commentQuestion 53: Universal containers is migrating from classic knowledge to ...; 3 commentQuestion 54: Universal Container's customers like speaking to a live supp...; Question 55: The contact center at universal containers wants to increase...; 1 commentQuestion 56: Universal Containers' customer service technicians need to a...; 1 commentQuestion 57: Which two configuration steps are required before Quick Acti...; Question 58: What are some uses of www.trust.salesforce.com in business c...; Question 59: Universal Containers' contact center would like to measure a...; Question 60: A contact center agent wants to leverage subject matter expe...; 1 commentQuestion 61: Which two areas can an Administrator make Open CTI features ...; Question 62: Universal Containers has recently set up an email-to-case ch...; Question 63: A manager would like information on the knowledge base searc...; 2 commentQuestion 64: One business unit at Universal Containers has been using Ser...; Question 65: Universal Containers is implementing a Knowledge Base and wa...; 2 commentQuestion 66: Support engineer need to see a complete chronological list o...; Question 67: Universal Containers has completed development and testing o...; Question 68: Universal Containers' customer support management wants to p...; Question 69: A contact center manager is looking for ways to overall cost...; 5 commentQuestion 70: Universal Containers wants to notify Support Managers when a...; 3 commentQuestion 71: Which native Service Cloud solution is used for case satisfa...; Question 72: Which task should be included in a business continuity plan ...; 1 commentQuestion 73: Universal Containers needs to provide contact center agents ...; 1 commentQuestion 74: Universal Containers (UC) is developing a strategy for suppo...; Question 75: Universal Containers analyzes key performance indicators (KP...; Question 76: Forwhich purpose should a contact center use Visual Flow?...; 4 commentQuestion 77: Which three are characteristics of Visual Workflow? Choose 3...; Question 78: What are two design considerations for a Live Agentimplement...; 2 commentQuestion 79: Contact Center management must be notified whenever an Open ...; Question 80: Universal Containers support manager wants to share product-...; 2 commentQuestion 81: Universal Containers has recently implemented a Customer Com...; Question 82: Universal Containers wants to reduce the volume of calls int...; 3 commentQuestion 83: Universal Containers needs to ensure it isstaffing enough ag...; Question 84: Which feature of Salesforce Knowledge can be leveraged to cr...; Question 85: Universal Health supports medical kits that have been distri...; 1 commentQuestion 86: Which feature should a Consultant configure to allow global ...; Question 87: A customer is planning a Service Cloud implementation. The c...; Question 88: Which solution can be used to improve call deflection?...; Question 89: Universal Containers wants to ensure the contracted service ...; Question 90: The Support Manager at Universal Containers has determined t...; 1 commentQuestion 91: Universal containers is planning to provide different levels...; Question 92: The project manager on a Service Cloud implementation is res...; Question 93: Universal containers has implemented salesforce service clou...; Question 94: A Contact Center Manager is implementing a new customer care...; Question 95: Universal containers uses social media to monitor new trends...; 2 commentQuestion 96: UC wants to implement a Knowledge management process with th...; Question 97: If you delete a case, which two also get deleted? (Choose tw...; Question 98: Universal containers is in the process of setting up a busin...; 2 commentQuestion 99: What are three considerations when adding a report chart to ...; 3 commentQuestion 100: Universal Containers (UC) hired in an expansion of the conta...; Question 101: The Support Manager at Universal Containers is getting inacc...; Question 102: A contact center manager needs to restrict who can create a ...; Question 103: Universal Containers is changing their case management syste...; Question 104: Universal Containers had tech support and general customer t...; Question 105: A consultant needs to import 2,000 source articles for a Sal...; Question 106: When designing a Case management solution to increase agent ...; Question 107: Universal Containers wants to shorten the average call time ...; Question 108: Which method can be used to route social media inquiries wit...; Question 109: Universal Containers contact center has experienced an incre...; 1 commentQuestion 110: Using standard case management capabilities, what can be ema...; Question 111: Universal Containers implemented Salesforce Knowledge two mo...; Question 112: A consultant is working on a Service Cloud implementation wi...; Question 113: The Universal Containers sales team has been so successful i...; Question 114: Which case submission processleverages Apex email services?...; Question 115: Universal Containers wants to provide its customers with mor...; Question 116: A new customer to Salesforce is considering implementing a c...; Question 117: Universal Containers uses Live Agent to interact with custom...; Question 118: Universal Containers' agents often need to access the same c...; Question 119: The Universal Containers contact center offers support via e...; Question 120: A company wants to publish knowledge articles to its custome...; Question 121: UC is concerned with system performance in its contact cente...; Question 122: Universal Banking needsto provide a public knowledge base on...

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