QUESTION: 13

Universal Containers (UC) wants to measure their adherence to specific SLAs for all Work Orders. In which order should a Consultant Implement the setup to achieve this requirement?

Set UP Milestones, Create Entitlement records, Set Up Entitlements Process for Work Orders.
Set Up entitlements Process for Work Orders, Set Up Milestones, Create Entitlement records.
Set Up Milestones, Set Up Entitlements Process for Work Orders, Create Entitlement records.
Create Entitlement records, Set Up Entitlements Process for Work Orders, Set Up Milestones.

Answer(s): C

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QUESTION: 14

Universal Containers wants to help their dispatchers determine the length of time a Work Order should last. What should the Consultant implement to help achieve this goal?

Work Types with an Estimated Duration.
Operating Hours for Customer Accounts.
Work Orders with Operating Hours.
Work Types with Service Level Agreement.

Answer(s): A

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QUESTION: 15

Universal Containers wants to provide Dispatchers with Account and Asset details when they hover over each Service Appointment. How should a Consultant recommend implementing this feature?

Create CSS in the Dispatcher's Console.
Add Fields on the Page Layout.
Use Lookup Fields.
Configure Field Sets on the Service Appointment.

Answer(s): D

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Universal Containers' (UC) product named "Widget 1" should always receive phone support when an issue is logged against the product. A UC customer calls regarding an issue on "Widget 1" at their location. What should be implemented to ensure the customer's case automatically receives remote technical support?

Create an Entitlement Template on the Product.
Create a Workflow Rule on the Case.
Create a Milestone on the Product.
Create a Visualforce Page on the Case.

Answer(s): C

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QUESTION: 16

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