A customer starts a Live Agent chat about a billing issue. The agent wants to create a case from the chat and ensure the case is eligible for support. The customer has an entitlement that covers billing inquiries. What should the agent do to ensure the case is created with the correct context?

Link the chat to the account, then create a case from the chat and associate the entitlement

Create a Knowledge article from the chat and link it to the case

Create a Work Order from the chat and link it to the entitlement

Create a case first, then link the chat to the case

A field service technician completes a repair and wants to document the solution for future reference. The technician also wants to link the solution to the asset and the case. What should the technician do?

Create a Community post from the work order

Create a Knowledge article from the work order and link it to the asset and case

Create a Live Agent chat from the work order

Create an Entitlement from the work order

When a case is linked to an asset, what type of information becomes readily available to the service agent?

The customer's credit score and payment history

The company's internal knowledge base and training materials

The asset's serial number, warranty status, and service history

The agent's performance metrics and case load

A support agent receives a case about a device that is under a premium support contract. The agent needs to see the device's installation date, previous repairs, and the specific coverage terms. Which two records must be linked to the case to provide this information?

Entitlement and Knowledge Article

Work Order and Knowledge Article

In Salesforce, how does Knowledge relate to cases?

Knowledge articles replace the need for case notes

Knowledge articles are only available to customers, not agents

Knowledge articles can be suggested as solutions to resolve a case

Knowledge articles are automatically created from every case

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 3)

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 11–15

11expert · hard
A customer starts a Live Agent chat about a billing issue. The agent wants to create a case from the chat and ensure the case is eligible for support. The customer has an entitlement that covers billing inquiries. What should the agent do to ensure the case is created with the correct context?
Select an answer first
12application · medium
A field service technician completes a repair and wants to document the solution for future reference. The technician also wants to link the solution to the asset and the case. What should the technician do?
Select an answer first
13foundation · easy
When a case is linked to an asset, what type of information becomes readily available to the service agent?
Select an answer first
14application · medium
A support agent receives a case about a device that is under a premium support contract. The agent needs to see the device's installation date, previous repairs, and the specific coverage terms. Which two records must be linked to the case to provide this information?
Select an answer first
15foundation · easy
In Salesforce, how does Knowledge relate to cases?
Select an answer first

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