Test your knowledge

Q1. Universal Containers has service level agreements with clients that require an agent to respond within 3 hours of receiving a case. The agreement also states that the case must be resolved within 10 hours if the case priority is set to high. Which of the following features can they utilize to fulfill this requirement?

1. Workflow e-mail alert to send notification that a case was received

2. Case assignment rules to route the case to an escalation queue

3. Case comments to communicate updates to the client

4. Entitlements to define milestones to meet the SLAs

Q2. Which feature license needs to grant permission to a user to enable Salesforce Knowledge for them?

1. Allow Knowledge User

2. Allow forecasting

3. Marketing User

4. Knowledge User

Q3. Universal Containers leverage Service Cloud features to ensure that only specific individuals be allowed to contact support on behalf of the customer?

1. Utilize the case team feature to share case visibility

2. Configure the CTI adapter to block unknown numbers

3. Add...