QUESTION: 65

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat

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?
Lookup Filter
Auto-Add Milestones
Cross-Object Formula
Approval Process

Answer(s): A

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Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

Prioritize the requirements based on who submitted them.
Identify the requirements needed for initial GoLive.
Provide a timeline that addresses all the requirements.
Organize the requirements from largest to smallest.

Answer(s): B

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QUESTION: 67

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

customer satisfaction Survey
Customer Purchase History
Customer Support Requests
Net promoter Score
Service Level Agreement

Answer(s): A,B,D

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QUESTION: 68

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Enable article customization for open cases.
Enable agents to create their own personal articles.
Enable suggested articles on new cases.
Enable article submission during case close.
Create an email template to send articles as PDF attachments.

Answer(s): C,D,E

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QUESTION: 68