How does an entitlement affect a case's SLA milestones?

It provides the time targets that the case's milestones are measured against

It prevents the case from being escalated to a higher priority

It changes the case owner to a manager when a milestone is reached

It automatically closes the case when a milestone is missed

A company wants to provide self-service options in the Community, but also wants to offer live chat for customers who cannot find answers. They have a small support team and want to minimize the number of cases created. Which approach best meets these needs?

Enable Knowledge articles in the Community only

Enable Live Agent chat and create a case for every chat

Enable Communities with Work Orders and Entitlements

Enable Communities with Knowledge articles and Live Agent chat, and create cases only when the chat cannot resolve the issue

A company wants to reduce the number of support cases by allowing customers to find answers themselves. They also want customers to be able to ask questions and get help from other customers. Which two features should they implement together?

Live Agent chat with automatic case creation

Entitlements with SLA milestones

Communities with Knowledge articles and discussion forums

During a Live Agent chat, an agent identifies a solution from a Knowledge article. The agent wants to send the article to the customer and also create a case for follow-up. What should the agent do?

Send the article in the chat and create a case from the chat with the article attached

Create an Entitlement and attach the article

Publish the article in the Community only

Create a Work Order and attach the article

What is the purpose of attaching a Knowledge article to a case?

To prevent other agents from viewing the case

To automatically close the case once the article is attached

To increase the case's priority level

To provide the customer with a documented solution they can reference

SalesforceCertified Agentforce Service Consultant

Domain 6Objective 2

Describe the Relationships Between Cases and Other Areas Such as Assets, Entitlements, Work Orders, Communities, Live Agent, and Knowledge. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Part of the CASE MANAGEMENT domain, which accounts for 15% of the AGENTFORCE-SERVICE-CONSULTANT exam.

24questions here

5free pages

6concepts

15%of the exam

Questions 6–10

6foundation · easy
How does an entitlement affect a case's SLA milestones?
Select an answer first
7expert · hard
A company wants to provide self-service options in the Community, but also wants to offer live chat for customers who cannot find answers. They have a small support team and want to minimize the number of cases created. Which approach best meets these needs?
Select an answer first
8application · medium
A company wants to reduce the number of support cases by allowing customers to find answers themselves. They also want customers to be able to ask questions and get help from other customers. Which two features should they implement together?
Select an answer first
9application · medium
During a Live Agent chat, an agent identifies a solution from a Knowledge article. The agent wants to send the article to the customer and also create a case for follow-up. What should the agent do?
Select an answer first
10foundation · easy
What is the purpose of attaching a Knowledge article to a case?
Select an answer first

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