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?
Q2. Which feature license needs to grant permission to a user to enable Salesforce Knowledge for them?
Q3. Universal Containers leverage Service Cloud features to ensure that only specific individuals be allowed to contact support on behalf of the customer?
Q4. Universal Containers is now implementing communities for their customers. The company wants to grant customers access to service level agreements (SLA) via the community. Which of the following features can they utilize for this?
Q5. Universal Containers is migrating data from a legacy system into Salesforce Service Cloud. The company needs to migrate the account, contact, and cases data from its legacy system. What is the recommended order for data migration?
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