Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

• A.Create an Entitlement Process.
• B.Enable Work Orders.
• C.Set up Milestones.
• D.Configure Service Contracts.

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

• A.When a case is escalated this user is listed in the case history
• B.When a case is automatically assigned using assignment rules this user is listed in the case history
• C.When an emailnotification is triggered via workflow this user is listed in the case history
• D.When a case is created via Web-To-Case this user is listed in the case history
• E.When a case iscreated via Email-To-Case this user is assigned as the case owner

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Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

• A.Percent of cases closed with chatter posts
• B.Percent of cases closed meeting the defined SLA
• C.Percent of cases closed on first contact
• D.Percent of cases closed with an attached article

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Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

• A.A knowledge management system
• B.A third -party mobile application platform
• C.A workforce management system
• D.An enterprise resource planning system

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The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) fora customer. Which tasks should be completed prior to UAT? (Choose 2)

• A.Fund customer approval on training materials
• B.Approval of test scripts from the business lead
• C.Verification that sample data has been loaded
• D.Verification of the production migration checklist

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