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 4)

Questions 16–20

1. 16foundation · easy

   In Salesforce, how do Communities interact with cases?

   • ACommunities automatically resolve cases without agent involvement
   • BCustomers can create and track their own cases through the community portal
   • CCommunities replace the need for cases entirely
   • DCommunities are used only for internal employee collaboration on cases
   Reveal Solution Discussion Select an answer first
2. 17foundation · easy

   What is the primary purpose of linking a work order to a case?

   • ATo generate a knowledge article from the work order details
   • BTo automatically close the case when the work order is completed
   • CTo share the case with the customer's community portal
   • DTo track the field service work and its resolution alongside the customer's issue
   Reveal Solution Discussion Select an answer first
4. 18application · medium

   A support agent is working a case and finds a Knowledge article that resolves the issue. The agent wants to share the solution with the customer and also make it available to other customers who might have the same issue. What should the agent do?

   • ASend the article via Live Agent chat
   • BAttach the article to the case and publish it in the Community
   • CCreate an Entitlement for the article
   • DCreate a Work Order and link the article to it
   Reveal Solution Discussion Select an answer first
5. 19foundation · easy

   What is a common way that Communities enhance case management for customers?

   • AThey automatically assign cases to the most qualified agent
   • BThey give customers direct access to the Salesforce backend to modify case fields
   • CThey generate knowledge articles from case discussions
   • DThey allow customers to collaborate on a case by adding comments and viewing updates
   Reveal Solution Discussion Select an answer first
6. 20foundation · easy

   In Salesforce, how does Live Agent relate to cases?

   • ALive Agent is used only for internal employee communication
   • BLive Agent automatically resolves cases without agent interaction
   • CLive Agent replaces the need for case management
   • DA chat session can be used to create a case with the chat transcript attached
   Reveal Solution Discussion Select an answer first