Question 1

Which two actions should an administrator perform with Case escalation rules?

Choose 2 answers

Options :

A : Re-open the Case.

B : Send email notifications.

C : Change the Case Priority.

D : Re-assign the Case.

Answer: B,D

Question 2

In a support organization, a case should be escalated to the next level if it has been open for more than 24 hours without any action.

Which automation tool should be used to achieve this?

Options :

A : Workflow Rules

B : Process Builder

C : Assignment Rules

D : Escalation Rules

Answer: D

Question 3

Your Support Manager has requested a change be made to the owner of cases when assignment rules fail to locate an owner. What should you do to fulfill this request.

Options :

A : Create a Default Case Owner Case Team Role

B : Create a Predefined Case Team and Add a Team Member with the Team Role of Default Case Owner

C : Change the Automated Case User in Support Settings

D : Change the Default Case Owner in Support Settings

Answer: D

Question 4

Cloud Kicks generates leads for its different product categories (shoes, apparel, and accessories) through many different sources. While some lead sources are used for all three categories, other lead sources are specific to a single category. The VP of marketing requests that only the proper lead sources be displayed based on the product category chosen. How should the administrator configure Salesforce to meet this requirement?

Options :

A : Create a page layout for each category and filter the Lead Source field based on category.

B : Create a dependency between the Product Category field and Lead Source field.

C : Create business processes and record types for each of the three product categories.

D : Create a single business process, then create record types for each product category.

Answer: B

Question 5

Cloud Kicks is working on a better way to track its product shipments utilizing Salesforce.

Which field type should an administrator use to capture coordinates?

Options :

A : Geolocation

B : Geofence

C : Custom address

D : External lookup

Answer: A