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NEW QUESTION 37
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

• A. Add the entitlement lookup field to case page layouts.
• B. Add a Validation Rule that ensures each Case has an entitlement.
• C. Add a Validation Rule that ensures each Account has an entitlement.
• D. Add the entitlement related list to account page layouts.

Answer: D

NEW QUESTION 38
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

• A. Embedded Chat Service
• B. Customer Community
• C. Web-to-Case
• D. Case Assignment Rules

Answer: A

NEW QUESTION 39
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

• A. Employee Community
• B. Customer Community
• C. Partner Community
• D. Reseller Community

Answer: C

NEW QUESTION 40
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

• A. Create a case report to show all cases across tiers filtered by an escalation flag.
• B. Create an approval process to ensure only the appropriate cases get escalated.
• C. Create a custom trigger to generate history when cases get escalated between tiers.
• D. Create a case report to show the number of cases for each tier and sort them by case owner.

Answer: A

NEW QUESTION 41
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