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Question 205 - Certified Advanced Administrator (CRT-211) discussion

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Ursa Major Solar (UMS) receives hundred of cases every week from both consumers and retail partners. UMS wants to ensure it's meeting all service-level agreements to maintain high levels of customer satisfaction.

What should the administrator do to help meet this goal?

A.
Set up and configure Entitlement Process to design timelines and track issue resolution.
Answers
A.
Set up and configure Entitlement Process to design timelines and track issue resolution.
B.
Configure the Milestones object on Service Contracts to sequential milestones for common case issues.
Answers
B.
Configure the Milestones object on Service Contracts to sequential milestones for common case issues.
C.
Design a Net Promoter Score survey using Surveys that is automatically sent when a case is closed.
Answers
C.
Design a Net Promoter Score survey using Surveys that is automatically sent when a case is closed.
D.
Expose the Service Contracts object in the Service Console for an agent to view when working a case.
Answers
D.
Expose the Service Contracts object in the Service Console for an agent to view when working a case.
Suggested answer: A

Explanation:

An entitlement process is a feature that allows you to define and enforce service-level agreements (SLAs) for your customers based on certain criteria and timelines. An entitlement process consists of milestones and actions that represent required steps and time limits for resolving customer issues. You can use entitlement processes to track if your support team is meeting your SLAs and provide consistent service quality to your customers. In this case, you can set up and configure entitlement processes for different types of cases and assign them to accounts or contacts based on their service contracts or warranties.

Reference: https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.entitlements_process.htm&type=5

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asked 23/09/2024
Vigen Pillay
42 questions
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