In Salesforce, what is the relationship between a case and a work order?

A work order replaces the case and deletes the original case record

A work order is automatically created for every case that is logged

A work order is a type of case that is used for internal tasks

A case can be converted into a work order to dispatch field service technicians

A service agent opens a case for a customer's malfunctioning industrial printer. The customer has a support contract that covers the printer model. The agent needs to confirm that the case is eligible for covered support and that the SLA clock starts correctly. Which two records should the agent associate with the case to ensure this?

Work Order and Knowledge Article

Entitlement and Knowledge Article

A customer submits a case through the Community portal. The customer's entitlement covers 24/7 support with a 4-hour response SLA. The case is created outside business hours. What should be configured to ensure the SLA clock starts correctly?

Associate a Live Agent chat with the case

Associate a Work Order with the case

Associate a Knowledge article with the case

Associate the entitlement with the case

A customer posts a question in the Community about a product issue. Another customer provides a solution that works. The company wants to capture this solution for future use. What should they do?

Create a Work Order from the Community post

Create a Knowledge article from the Community post and link it to the product's asset

Create a Live Agent chat from the Community post

Create an Entitlement from the Community post

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 5)

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 21–24

21foundation · easy
In Salesforce, what is the relationship between a case and a work order?
Select an answer first
22application · medium
A service agent opens a case for a customer's malfunctioning industrial printer. The customer has a support contract that covers the printer model. The agent needs to confirm that the case is eligible for covered support and that the SLA clock starts correctly. Which two records should the agent associate with the case to ensure this?
Select an answer first
23application · medium
A customer submits a case through the Community portal. The customer's entitlement covers 24/7 support with a 4-hour response SLA. The case is created outside business hours. What should be configured to ensure the SLA clock starts correctly?
Select an answer first
24application · medium
A customer posts a question in the Community about a product issue. Another customer provides a solution that works. The company wants to capture this solution for future use. What should they do?
Select an answer first

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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 5)

Questions 21–24

In Salesforce, what is the relationship between a case and a work order?

A customer submits a case through the Community portal. The customer's entitlement covers 24/7 support with a 4-hour response SLA. The case is created outside business hours. What should be configured to ensure the SLA clock starts correctly?

A customer posts a question in the Community about a product issue. Another customer provides a solution that works. The company wants to capture this solution for future use. What should they do?

Keep studying — CASE MANAGEMENT