Question 1

The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management. What case management tools need to be utilized for this requirement?

Options :

A : Auto-response rules, Macros, Entitlements

B : Auto-response rules, Queues, Macros

C : Auto-response rules, Queues, Escalation Rules

D : Auto-response rules, Entitlements, Escalation Rules

Answer: C

Question 2

_______________ is NOT a capability of the Approval Process in Salesforce.

Options :

A : Automatically submit records for approval

B : Create multiple approval steps with multiple approvers

C : Lock records from being edited while in approval process

D : Notify users of record approval or rejection via email

Answer: B

Question 3

Your company wants to ensure that all high-priority cases are assigned to a specific group of support agents.Which feature of case management can you use to accomplish this?

Options :

A : Case escalation rules

B : Case auto-response rules

C : Case assignment rules

D : Case validation rules

Answer: C

Question 4

Cloud Kicks wants to track shoe designs by products. Shoe designs should be unable to be deleted, and there can be multiple designs for one product across various stages.Which two steps should the administrator configure to meet this requirement?Choose 2 answers

Options :

A : Add a custom master-detail field for shoe designs on the Product object,

B : Create a custom object for shoe designs.

C : Use the standard object for designs.

D : Configure a custom lookup field for shoe designs on the Product object.

Answer: B,D

Question 5

Given a scenario, what is the capability of campaign management tools?

Options :

A : Help with lead tracking and scoring

B : Help with managing campaigns

C : Help with forecasting sales

D : Help with managing opportunities

Answer: B