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

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What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud
implementation? (Choose 2)

• A.Number of total cases handled
• B.First contact resolution rate
• C.Total number of solutions created by agent
• D.Average number of knowledge articles published

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A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?

• A.Create a report using the Case Lifecycle report type.
• B.Create a report using the Case Snapshot report type.
• C.Create a report using the Case Age report type.
• D.Create a report using the Case Historical Trending report type.

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Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The
company would like to automatically create a field service dispatch record and assign it to a queue when
specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?

• A.Use a workflow rule with an action
• B.Use a validation rule
• C.Use a case assignment rule
• D.Use an Apex trigger

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Universal Containers wants to display a list of open cases, data form an external system, and knowledge
articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

• A.Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge
  sidebar.
• B.Configure the agent console and display the articles, case view, and external system custom object
• C.Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
• D.Create a custom Visualforce page to display case list view, external system, and knowledge articles

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