You pick a case from a queue. You determine that you cannot resolve the case, and plan to release the case back to the queue What effect does releasing the case to the queue have on record ownership? A. Ownership…

You create a queue and assign it to a team. Which type of queue is created? A. Personal B. System C. Escalation D. Shared

You create and activate an entitlement for a customer. The entitlement is set to decrease allotment on case creation. The customer opens a case and you observe that the issue is caused by a bug on the software. You need…

You create a service level agreement (SLA) that will fail after seven days. You select a service calendar that uses 24-hour work days and no holidays. Saturday and Sunday are configured to be non-working days. If no action is taken,…

You configure an organization to use entitlements. No customization has been applied You need to associate an entitlement with a case record. Which option is displayed in the entitlement lookup field on the case record? A. Only active entitlements associated…

Which of the following capabilities is only available when using enhanced SLAs? A. pause an SLA B. use security roles to control SLA creation C. track Key Performance Indicators (KPIs) D. define failure actions

You assign a case to a user named User A. User A is not available to work on the case. The customer service manager moves the case to the queue for User B Which of the following statements is true?…

Which two statements regarding case routing are true? Each correct answer presents a complete solution. A. You can add a maximum of five routing rule items to a routing rule set B. A workflow is automatically created for each routing…

You create an entitlement for a customer. In the channels section of the entitlements page, you add email and assign 75 percent of the allocation to email. Which of the following statements is true? A. 75 percent of cases created…

Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution. A. Standard SLAs record failure time on the entity record itself. B. You can create SLAs for entities other than the Case entity.…