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 2)

Questions 6–10

1. 6foundation · easy

   What is the purpose of a case closure code?

   • ATo escalate the case to a manager
   • BTo assign the case to a queue
   • CTo define the status picklist
   • DTo categorize the outcome of the case for reporting and analysis
   Reveal Solution Discussion Select an answer first
2. 7foundation · easy

   A company has a service level agreement (SLA) that requires high-priority cases to be resolved within 4 hours. If a case is not resolved within that time, it should be escalated to a manager. Which feature should be configured to automate this?

   • AAssignment rule
   • BSupport process
   • CEscalation rule
   • DCase team
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   What is the primary purpose of a queue in case management?

   • ATo define the status values for cases
   • BTo store cases that have been resolved
   • CTo hold cases that are not yet assigned to a specific user
   • DTo escalate cases to higher tiers
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   Which of the following best describes the case lifecycle in Salesforce?

   • AThe process of assigning cases to queues
   • BThe sequence of stages a case goes through from creation to closure
   • CThe rules for escalating cases
   • DThe picklist values for case status
   Reveal Solution Discussion Select an answer first
6. 10foundation · easy

   What is the purpose of a support process in case management?

   • ATo assign cases to users or queues
   • BTo create cases from web forms
   • CTo define the status picklist values and their order for cases
   • DTo escalate cases that are not resolved in time
   Reveal Solution Discussion Select an answer first