Need Certfication question answers
it would really be helpful if someone will provide me answer for this questions
. Sales reps are supposed to create a record on à child object of Opportunities called Survey Request when an Opportunity of is moved to Closed Won. The VP of Sales Operations has indicated that this doesn't always happen, or the rep doesn't. populate all fields correctly. The system administrator has been asked to remove permissions from Sales to create these records and automate record creation
Which tool should be used?
A) Workflow
B) Approvals
C) Visual Flow
D) Process Builder
17. Universal Containers uses a Private data access model for Cases. Support agents own cases and occasionally product specialists need access to cases in their product line.
Which two actions will result in the needed access? Choose 2 answers
A) Case owners configure pre-defined case teams.
B) A case escalation rule assigns ownership to product specialists.
C) Administrators configure pre-defined case teams and assignment rules.
D) Case owners manually add product specialists to ad hoc case teams.
22. Universal Containers wants to ensure that High Priority cases get responded to in at least 4 hours or wants them escalated to à Queue called "High Priority Queue."
How should an Administrator configure the Case management process to implement this requirement?
A) Create an Assignment Rule to assign all Cases where Status = High to the High Priority Queue.
B) Create an Escalation Rule to assign all Cases where Status = High to the High Priority Queue based on the last modification time and set the Age Over to 4 (Hours).
C) Create a Case Milestone to assign all Cases where Status = High to the High Priority Queue based on the last modification time and set the Age Over to 4 (Hours).
D) Create an Escalation Rule to assign all Cases where Status = High to the High Priority Queue based on when the case is created.
I would invite feedback from the community on this as sometimes I also get tricked up in the wording. Below are the answers I would go with.
The first question, can be done with the Process Builder (D) using the Create a Record action, triggered from the opportunity stage change.
Question 17 (C,D) Escalation transfers ownership so in a private view the escalation rule would remove the access from the support agent and give it to the specialist, so you need to use a team in this situation. Users have the ability to create account teams and opportunity teams but not case teams. However on the Account Team you can grant access to cases which could help depending on the situation. However, I don't think they are referring to an account because the person is a 'product specialist' which means they would not necessarily be associated with an individual account unless it is a major account that requires a lot of TLC. So you then need to go down to manual sharing Manual sharing in Lightning currently is done with the case teams. To create a Predefined Case team you must either have been granted the permission on your profile or permission set or you must be an admin with access to the permission so (C) fits, the other way is to add an individual user to a case team by adding the specialist only to the team for the case so (D) fits. I hope this helps.
Question 22 (D) I would select D because it is asking that the cases is being responded to within 4 hours. B throws a wrench into the question because it is referencing last modified. It is not B, because you are not being asked to update them every 3 hours and:59 seconds, you are being asked to respond within 4 hours so you are taking the response from the created time.
