Given a Set of Requirements, Design a Case Management Solution from Case Creation to Closure Including Case Assignment, Case Escalation, Case Resolution, and Case Disposition. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 1)

Questions 1–5

1. 1expert · hard

   A company is designing a comprehensive case management solution. They have multiple record types, each with its own support process. They want cases to be assigned to queues based on the record type and priority. They also want to escalate cases that are not resolved within a certain time. What should the consultant configure?

   • ACreate separate support processes for each record type and use workflow rules to assign cases.
   • BCreate a single assignment rule that assigns all cases to a general queue, and use a single escalation rule for all cases.
   • CCreate a single support process for all record types and use validation rules to enforce routing.
   • DCreate assignment rules that consider both record type and priority, and create escalation rules that are specific to each record type.
   Reveal Solution Discussion Select an answer first
2. 2foundation · easy

   What is the purpose of an escalation rule in case management?

   • ATo create cases from web forms
   • BTo ensure cases are addressed within service level agreements
   • CTo define the status picklist for cases
   • DTo assign cases to the appropriate queue
   Reveal Solution Discussion Select an answer first
4. 3foundation · easy

   A consultant is designing a case creation process for a company that needs different fields and page layouts for phone support versus web support cases. Which two features must the consultant configure to achieve this?

   • ARecord types and support processes
   • BQueues and case teams
   • CAssignment rules and escalation rules
   • DWeb-to-Case and Email-to-Case
   Reveal Solution Discussion Select an answer first
5. 4foundation · easy

   Which of the following is a standard entry point for creating a case in Salesforce?

   • AWeb-to-Case
   • BSalesforce Connect
   • CData Loader
   • DWorkflow Rule
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   A company wants to encourage agents to use knowledge articles when resolving cases. They want to track which articles are used and make it easy for agents to attach an article to a case. What should the consultant configure?

   • AEnable the 'Knowledge' tab and instruct agents to copy and paste article links into the case comments.
   • BCreate a custom button that opens a knowledge search and inserts the article link into the case description.
   • CUse a workflow rule to automatically attach the most popular article to every case.
   • DAdd the 'Articles' related list to the case page layout and enable the 'Attach Article' action on the case.
   Reveal Solution Discussion Select an answer first