What can an administrator do to enable customer-submitted service requests?
Choose two answers.
a. Enable live agent on the company website
b. Enable chatter answers
c. Enable the service cloud console on the company website
d. Enable case feed on the com
A, B
Which permission do you need to manage entitlements? Choose two answers.
a. "Manage Entitlements"
b. "Customize Application"
c. "Customize Entitlement"
d. "Manage Application
A, B
Which actions can you add to a milestone? (Choose three answers.)
a. Success actions
b. Repeat actions
c. Warning actions
d. Violation actions
A, C, D
Regardless of the entitlement model used, which page layouts might you want to customize?
a. Entitlements page layout
b. Case page layouts
c. Account page layouts
d. Contact page layouts
e. Asset page layouts
f. all of the above
g. none of the above
F
What is the first step before setting up entitlements?
a. Specify the entitlements-related lookup filters on cases
b. Enable entitlement management
c. Set up service contracts
d. Customize entitlements fields
B
Which of the following is a typical user of Salesforce Knowledge?
a. Support Agent
b. Sales Rep
c. End Customer
d. Internal Training Team
e. All of the above
E
Which of the following are some of the capabilities of a Live Agent?
a. Skills
b. Live Agent Chat Queues
c. Pre-Chat Forms and Post-Chat Pages
d. Knowledge chatlet and the Articles tool
e. All of the above
E
What can an administrator do to enable customer-submitted service requests? Choose two answers.
a. Enable live agent on the company website
b. Enable chatter answers
c. Enable the service cloud console on the company website
d. Enable case feed on the com
A, B
Which actions can you add to a milestone? (Choose three answers.)
a. Success actions
b. Repeat actions
c. Warning actions
d. Violation actions
A, C, D
You can cancel pending actions in the entitlement process queue.
a. True
b. False
A
An administrator must select milestones from an existing list of available milestones.
a. True
b. False
B
To set up an entitlement process, what must you do?
a. Set up service contracts with contract line items and entitlements
b. Specify actions that you'll add to your entitlement process
c. Set up milestones that you will add to the entitlement process
d. D
C
Your support process is NOT based on individual service contracts. Which steps should you perform when setting up entitlements?
a. Set up service contracts
b. Set up contract line items
c. Set up both service contracts and contract line items
d. Customize
D
What is the first step before setting up entitlements?
a. Specify the entitlements-related lookup filters on cases
b. Enable entitlement management
c. Set up service contracts
d. Customize entitlements fields
B
Where can you enable Omni-Channel?
A. Omni-Channel Settings
B. Queue Settings
C. Routing Configuration Settings
D. Console Settings
E. Service Cloud Settings
A
What instructions does your queue give to Omni-Channel about routing work items?
A. It set the work item size and service channels
B. It sets the routing model and service channels
C. It sets the service channels, priority, and work item size.
D. It sets
D
How does Omni-Channel routing work?
A, It routes large-capacity work first.
B. It routes the newest work to the most product agents.
C. It uses one queue to route Salesforce objects and routes them to agents in batches.
D. It combines similar Salesforce o
D
What is Omni-Channel?
A. A process for agents to submit their finished work to their supervisor
B. A way to route work to agents so they don't have to pull work from queues.
C. A way to convert Salesforce objects to cases so support agents can handle them
B