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Exam Certified Advanced Administrator topic 1 question 219 discussion

Actual exam question from Salesforce's Certified Advanced Administrator
Question #: 219
Topic #: 1
[All Certified Advanced Administrator Questions]

Ursa Major Solar (UMS) receives hundreds 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. Configure the Milestones object on Service Contracts to sequential milestones for common case issues.
  • B. Set up and configure Entitlement Process to design timelines and track issue resolution.
  • C. Expose the Service Contracts object in the Service Console for an agent to view when working a case.
  • D. Design a Net Promoter Score survey using Surveys that is automatically sent when a case is closed.
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Suggested Answer: B 🗳️
by tMana at March 28, 2023, 9:59 p.m.

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tMana
4 months, 3 weeks ago
B. Set up and configure Entitlement Process to design timelines and track issue resolution. By setting up Entitlement Processes, Ursa Major Solar (UMS) can define service level targets for each customer and track whether the support team is meeting those targets. Entitlement Processes provide a way to design service-level timelines and create automated processes that help ensure case resolution within the specified time frame. This can help maintain high levels of customer satisfaction by ensuring that the support team is meeting customer expectations.
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