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NO.1 You are creating a new case.
You need to associate the case to a specific customer.
What are two possible types of records that you can use to achieve the goal? Each correct answer
presents a complete solution
A. account
B. contact
C. lead
D. custom entity
Answer: A,B

MB2-714 Introduction   MB2-714 Sims   

NO.2 You have three service level agreements (SLAs) configured as shown in the following table.
SLA1 is the default SLA.
You have a customer named Contoso, Ltd.
You need to ensure that SLA3 always applies to cases that are opened by Contoso.
What should you do?
A. To SLA3, add an SLA item that has a Create Record action.
B. To SLA3, add an SLA item that has an Assign Record action.
C. Create a routing rule.
D. Configure the default entitlement for Contoso.
Answer: D

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