QUESTION: 41

AW Computing has a 4-hour SLA in its support guarantee. The company recently received feed that customers art reporting long wait times before an agent responds to a new case after it has been submitted.
How should an administrator ensure cases are properly prioritized?

Auto-Response Rules
Escalation Rules
Assignment Rules
Workflow Rules

Answer(s): B

Explanation:

Escalation rules are rules that automatically escalate cases if they have not been resolved within a certain time frame or meet certain criteria such as priority or status. Escalation rules can perform actions such as changing ownership of cases, sending email notifications, or creating tasks for users or queues. By using escalation rules, AW Computing can ensure that cases are properly prioritized and handled within their SLA time limit.

Reference:

https://help.salesforce.com/s/articleView?id=sf.case_escalation_rules_overview.htm&type=5

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QUESTION: 42

AW Computing has a 4-hour SLA in its support guarantee. The company recently received feed that customers art reporting long wait times before an agent responds to a new case after it has been submitted.
How should an administrator ensure cases are properly prioritized?

Auto-Response Rules
Escalation Rules
Assignment Rules
Workflow Rules

Answer(s): C

Explanation:

Escalation rules are rules that automatically escalate cases if they have not been resolved within a certain time frame or meet certain criteria such as priority or status. Escalation rules can perform actions such as changing ownership of cases, sending email notifications, or creating tasks for users or queues. By using escalation rules, AW Computing can ensure that cases are properly prioritized and handled within their SLA time limit.
Assignment rules are rules that automatically assign cases to users or queues based on criteria such as case origin, type, or product. Assignment rules can also send email notifications to users or customers when a case is assigned. By using assignment rules, AW Computing can ensure that cases are routed to the right agents or teams based on their skills and availability.

Reference:

https://help.salesforce.com/s/articleView?id=sf.case_escalation_rules_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5

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QUESTION: 43

A user started to work remotely. They are having an Issue logging in.
What could be the issue?

The login session has expired for this user.
They are signing in from a mobile device.
The time zone for the profile is outside of login hours.
The user Is not In the IP range for their profile.

Answer(s): D

Explanation:

IP ranges are settings that restrict login access to Salesforce from specific IP addresses. Administrators can set IP ranges at the org level or at the profile level. If a user tries to log in from an IP address that is outside the allowed range for their profile or their org, they will not be able to access Salesforce. Therefore, if a user started to work remotely and is having an issue logging in, it could be because they are not in the IP range for their profile or their org.

Reference:

https://help.salesforce.com/s/articleView?id=sf.security_networkaccess.htm&type=5

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QUESTION: 44

The administrator at Universal Containers does a soft launch of the Salesforce Authenticator app and allows users to optionally use it to log In. The administrator would now like to look at how many users have successfully used it since It was rolled out.

What are two ways the administrator can get this Information? Choose 2 answers

Create a new view In Identity Verification History, specifying Method.
Open the Login Access Policies In Setup which shows how many users are using MFA.
Run a session setting report, specifying login methods by user.
Export Login History and filter based off of Authentication Method Reference,

Answer(s): A,D

Explanation:

Salesforce Authenticator is an app that adds an extra layer of security for logging into Salesforce by requiring users to verify their identity using their mobile device after entering their username and password on Salesforce login page. To see how many users have successfully used Salesforce Authenticator since it was rolled out, an administrator can use two methods:
A) Create a new view In Identity Verification History, specifying Method. Identity Verification History is a tool that shows information about each identity verification event for users in your org, such as the date and time, the verification method used, the IP address, and the status of the verification. By creating a new view in Identity Verification History and specifying the method as Salesforce Authenticator, an administrator can see how many users have used the app to verify their identity when logging in.

Reference:

https://help.salesforce.com/s/articleView?id=sf.identity_verification_history.htm&type=5 D) Export Login History and filter based off of Authentication Method Reference. Login History is a tool that shows information about each login attempt for users in your org, such as the date and time, the username, the source IP address, the login type, and the status of the login.

By exporting Login History as a CSV file and filtering based on the Authentication Method Reference column, an administrator can see how many users have used Salesforce Authenticator as their authentication method when logging in.

https://help.salesforce.com/s/articleView?id=sf.monitoring_login_history.htm&type=5

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