The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management.
What case management tools need to be utilized for this requirement?

• A.Auto-response rules, Queues, Escalation Rules
• B.Auto-response rules, Entitlements, Escalation Rules
• C.Auto-response rules, Macros, Entitlements
• D.Auto-response rules, Queues, Macros

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An administrator installed a managed package that contains a permission set group. The permission set group that was installed includes Delete access on several objects, and the administrator needs to prevent users in the permission set group from being able to delete records.
What should the administrator do to control Delete access?

• A.Use a muting permission set with a permission set group to mute selected permissions.
• B.Create a new permission set that has Delete access deselected for the objects.
• C.Edit the profile for the users to remove Delete access from the objects.
• D.Create a new role that prevents Delete permissions from rolling up to the users.

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Customer service accesses articles with the Knowledge Lightning component on the Service Cloud Console. Billing department users would like similar functionality on the case record without using the console.
How should the administrator configure this request?

• A.Add the Knowledge related list to the page layout.
• B.Add the knowledge component to the page layout.
• C.Add the knowledge related list to the record page
• D.Add the Knowledge component list to the page layout.

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The service manager at Ursa Major Solar wants to let customers know that they have received their cases via email and their websites. Medium-priority and high-priority cases should receive different email notifications than low-priority cases. The administrator has created three email templates for this purpose.
How should an administrator configure this requirement?

• A.Include three assignment rules that fire when cases are created. Add a filter for case priority. Select the appropriate email template for each rule.
• B.Create one auto-response rule. Configure three rule entry criteria and set a filter for case priority.Select the appropriate email template for each rule entry.
• C.Configure one workflow rule that fires when cases are created. Add a filter for case priority. Select the appropriate email template for the rule.
• D.Add three auto-response rules. Configure one rule entry criteria for each rule and set a filter for case priority. Select the appropriate email template for each rule entry.

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What are three characteristics of a master-detail relationship?
Choose 3 answers

• A.Each object can have up to five master-detail relationships.
• B.Roll-up summaries are supported in master-detail relationships.
• C.The master object can be a standard or custom object.
• D.The owner field on the detail records is the owner of the master record.
• E.Permissions for the detail record are set independently of the master.

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