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NEW QUESTION 30
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

• A. Entitlement processes, contract line items, milestones, and entitlements
• B. Entitlement processes, milestones, milestone actions, and entitlements
• C. Entitlement processes, contracts, milestones, and milestone actions
• D. Entitlement processes, contracts, contract line Items, and entitlements

Answer: B

NEW QUESTION 31
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

• A. Contact Request flow
• B. Direct Messaging
• C. Lightning Component
• D. Case queues

Answer: A

NEW QUESTION 32
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

• A. Salesforce for Outlook
• B. On-Demand Email-to-Case
• C. Web-to-Case
• D. Email-to-Case

Answer: D

NEW QUESTION 33
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

• A. Add Data Category Groups.
• B. Enable Suggested Articles.
• C. Create Synonym Groups.
• D. Create Article Translation.

Answer: B

NEW QUESTION 34
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