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NEW QUESTION 26
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address thisrequirement?

• A. Salesforce console
• B. Case assignment
• C. Entitlements and milestones
• D. Case escalation

Answer: C

NEW QUESTION 27
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

• A. Create a Lightning Platform app for Facebook monitoring.
• B. Integrate Facebook to its existing Customer Community.
• C. Enable Social Customer Service.
• D. Enable Salesforce social profile on contacts.

Answer: D

NEW QUESTION 28
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

• A. Create geography-based profiles to restrict access using data categories
• B. Create geography-based profiles to restrict access by mappingarticle types
• C. Create geography-based roles to restrict access by mapping article types
• D. Create geography-based roles to restrict access using data categories

Answer: D

NEW QUESTION 29
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

• A. External users can subscribe to Answers
• B. Knowledge articles can be created from Answers
• C. Select best answers for questions.
• D. Answers can be exposed to partner portal users
• E. Escalate a question to a case

Answer: B,C,E

NEW QUESTION 30
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

• A. Use Chatter case feed and case teams to monitor cases
• B. Use a workflow rule to send an email to the product manager
• C. Use anassignment rule to assign new cases to the product manager
• D. Use an escalation rule to move cases into the product manager queue

Answer: B

NEW QUESTION 31
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