Describe the Capabilities of Case Management (e.g., Case Processes, Case Settings, and Case Comments). PLATFORM-ADMINISTRATOR Practice Questions (Page 2)

Questions 6–10

1. 6application · easy

   A support agent wants to add a comment to a case that is visible to the customer, but they also want to add a private note for their manager. What should the agent do?

   • AAdd a case comment with 'Is Visible to Customer' checked, and another with it unchecked
   • BAdd a single case comment with 'Is Visible to Customer' checked
   • CUse the case history to add a private note
   • DAdd a single case comment with 'Is Visible to Customer' unchecked
   Reveal Solution Discussion Select an answer first
2. 7application · medium

   A company wants to automatically send a confirmation email to the customer when a case is created, and also log the email as a case comment for internal tracking. Which feature should be used?

   • ACase comment with 'Send Email to Contact' enabled
   • BAssignment rule
   • CWorkflow rule with email alert and a case comment action
   • DAuto-response rule
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4. 8foundation · easy

   What is the primary purpose of case comments in Salesforce?

   • ATo automatically generate a case number
   • BTo escalate the case to a manager
   • CTo track communication and collaboration on a case
   • DTo assign the case to a queue
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5. 9foundation · easy

   Which type of case comment is visible to the customer on the case?

   • APublic comment
   • BSystem comment
   • CPrivate comment
   • DInternal comment
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6. 10application · easy

   An administrator needs to ensure that case numbers are automatically generated in a specific format, such as 'CASE-0001'. Where should they configure this?

   • AAssignment Rules
   • BCase Settings
   • CAuto-response Rules
   • DCase Layout
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