Service-Con-201 Case Management Practice Test 3 — 15 Questions

Question 1

An agent is responding to a customer via email from the Case Feed and wants to attach a troubleshooting guide PDF stored in Salesforce CRM Content. How should the agent accomplish this?

Accepted Answer

Click the attach file icon within the Email publisher in the Case Feed and select the file from Salesforce.. The file attachment icon in the Case Feed email publisher allows agents to select and attach files from Salesforce Files or CRM Content.

Answer

Use Web-to-Case to automatically attach knowledge articles.

Answer

Paste the file URL into the subject line of the email.

Answer

Use a Macro to upload the file from the agent's desktop.

Question 2

A support supervisor needs to organize agents into groups where each group handles cases related to a specific product line, and members of the group can view and accept cases assigned to that group. Which feature should be used?

Accepted Answer

Public Queues. Queues enable groups of users to manage unassigned work items together.

Answer

Queue Assignment Hierarchies

Answer

Territory Groups

Answer

Case Teams

Question 3

Which TWO features are available when configuring Case Management in Salesforce Service Cloud? Choose 2 options.

Accepted Answer

Case Escalation Rules. Case Assignment Rules and Case Escalation Rules are core native case management features in Salesforce.

Answer

Campaign Hierarchy Rules

Answer

Opportunity Split Rules

Answer

Lead Conversion Rules

Question 4

Which THREE actions can be performed by Macros in Lightning Experience? Choose 3 options.

Accepted Answer

Send an email to a customer using a quick action email publisher.. Macros can update field values, select publisher actions, and run quick actions.

Answer

Automatically execute batch Apex jobs across multiple orgs.

Answer

Modify user profiles and permission set assignments.

Question 5

An administrator is setting up Web-to-Case for Universal Containers. Which THREE limitations should the administrator keep in mind regarding Web-to-Case? Choose 3 options.

Accepted Answer

Rich text formatting and file attachments are not natively supported in standard Web-to-Case HTML form generation.. Web-to-Case has specific limitations: daily limits, character limits on text areas, and lack of attachment support out-of-the-box.

Answer

Web-to-Case automatically encrypts all submitted credit card information in transit.

Answer

Web-to-Case forms require agents to manually click 'Submit' for each web visitor.

Question 6

Which TWO communication channels can be automatically converted into cases in Salesforce? Choose 2 options.

Accepted Answer

Email-to-Case. Email-to-Case and Web-to-Case are the two primary native mechanisms for automatically generating cases from external channels.

Answer

Dashboard-to-Case

Answer

Chatter-to-Case

Answer

Report-to-Case

Question 7

Universal Containers wants to configure Case Teams. Which TWO capabilities do Case Teams provide? Choose 2 options.

Accepted Answer

Assign predefined case teams automatically using Case Assignment Rules.. Case Teams allow users to collaborate on cases with specific roles and record-level access.

Answer

Automatically route unassigned work items to queue members.

Answer

Define agent shift schedules and availability capacity.

Answer

Restrict case visibility exclusively to external portal users.

Question 8

An administrator is troubleshooting an On-Demand Email-to-Case implementation where emails from external senders are occasionally delayed or rejected. Which THREE factors should the administrator investigate? Choose 3 options.

Accepted Answer

Whether the Email-to-Case service address is verified and active in Salesforce Setup.. On-Demand Email-to-Case depends on email size limits, email service address configurations, and mail server forwarding rules (SPF/DKIM/DMARC).

Answer

Chatter post frequency limits for external users.

Answer

The number of active Case Assignment Rules in the recycle bin.

Question 9

An administrator needs to configure Case Escalation Rules. Which THREE components are required when setting up an escalation rule? Choose 3 options.

Accepted Answer

Rule Entries defining the criteria for when the rule fires. Escalation rules require active rule status, rule entry criteria, and escalation actions (time triggers and target reassignments/notifications).

Answer

Pre-installed Email-to-Case Agent software

Answer

A mandatory Omni-Channel Routing Configuration

Question 10

Which TWO options are valid methods for assigning a new case to a queue in Salesforce? Choose 2 options.

Accepted Answer

Case Assignment Rules. Cases can be assigned to queues via Case Assignment Rules or manual reassignment in list views/detail pages.

Answer

Web-to-Case Auto-Response Rules

Answer

Case Escalation Rules action to delete queues

Answer

Storage limit rules

Question 11

A consultant is designing a complex support routing solution using Case Queues and Assignment Rules. Which THREE best practices should the consultant follow? Choose 3 options.

Accepted Answer

Limit the number of active assignment rules to exactly one per object to prevent conflicting routing logic.. Best practices for assignment rules and queues include ordering rule entries logically, keeping queue memberships updated, and avoiding infinite loops.

Answer

Configure separate active assignment rules for every single individual agent in the organization.

Answer

Hardcode user record IDs directly inside all rule entry criteria definitions.

Question 12

Which TWO tools can support agents use in Salesforce Lightning Experience to interact with customers on a case? Choose 2 options.

Accepted Answer

Macros. Agents can use the Email action in the Case Feed and Macros to communicate and update records efficiently.

Answer

Lead Conversion Wizard

Answer

Campaign Import Wizard

Answer

Territory Assignment Batch Job

Question 13

An administrator is configuring Email-to-Case and wants to ensure security and compliance when handling customer emails. Which THREE configurations or capabilities are supported? Choose 3 options.

Accepted Answer

Using Transport Layer Security (TLS) for secure email transmission with On-Demand Email-to-Case.. Email-to-Case supports thread ID tracking, secure TLS connections for On-Demand, and blocking specific spam addresses.

Answer

Automatic decryption of customer hard drives via email attachment processing.

Answer

Native quarantine of malware attachments directly inside standard Case record page layouts without third-party tools.

Question 14

Northern Trail Outfitters uses standard Email-to-Case. Support agents report that when customers reply to existing case notification emails, a brand new case is frequently created instead of attaching the email as a comment to the original case. What is the root cause of this issue?

Accepted Answer

Customers are modifying the email subject line and removing the internal Email-to-Case Thread ID.. Standard Email-to-Case uses a threaded email reference (Thread ID) embedded in the subject or body of outgoing emails. If the customer alters the subject line or removes the Thread ID string, Salesforce cannot match the reply to the existing case and defaults to creating a new one. On-Demand Email-to-Case with Email-to-Case threading (or Enhanced Email threading) relies heavily on these identifiers.

Answer

The Routing Address is configured to create a new task rather than a new case on inbound emails.

Answer

The Email-to-Case agent service is running on an outdated version that lacks threading capabilities.

Answer

Case Assignment Rules are overriding the parent case ID on inbound email replies.

Question 15

A Service Cloud consultant is setting up Case Escalation Rules for a client. When a case remains unresolved after a specified number of hours, the system needs to automatically change the case owner and send an email notification to the new owner. Where are escalation actions defined?

Accepted Answer

Under Case Escalation Rule entries and their associated Escalation Actions.. Escalation actions are defined within Escalation Rules. Specifically, rule entries define the criteria, and escalation actions define when the action fires, who the new owner is, and which email template to use.

Answer

Inside the Case Assignment Rule criteria definition.

Answer

Within the Case Queue membership settings.

Answer

Inside Process Builder or Record-Triggered Flows configured for Case objects.