Free Access Salesforce.Service-Cloud-Consultant.v2022-12-22.q177 Practice Test (Page 37)

Question 176

Which of the following utilize the "Automated Case User" (Choose 3 answers):

A.When a case is created via Email-To-Case this user is assigned as the case owner

B.When a case is escalated this user is listed in the case history

C.When a case is created via Web-To-Case this user is listed in the case history

D.When an email notification is triggered via workflow this user is listed in the case history

E.When a case is automatically assigned using assignment rules this user is listed in the case history

Question 177

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A.Identifying the customer contact associated with a particular stage of a service contract

B.Representing metrics such as first-response and resolution time on cases

C.Monitoring the case escalation rule queue to confirm service levels are met

D.Displaying whether a case response complies with a customer's service level agreement

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Question 176

Question 177

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