Certified Service Cloud ConsultantDemo

Question

Universal Containers opens cases from electronic transmissions sent by power units. The case-management process is as follows:

A work order is submitted to a field service team for a technical review.
Once the technical review is closed, an agent must contact the customer to review the activities.
Cases may be closed only after the customer review is complete.

Universal Containers must decide whether work orders and customer contacts should be stored as child cases or in a related custom object.

Which three factors should the consultant consider to satisfy these requirements?

Choose three

A Total number of account and contact records in the database
B Visibility and access to the work order records
C Account team relationship to the primary contact
D Case closure rules on the original case
E Work order and customer contact escalation requirements

Explanation

Child cases are Case records in a case hierarchy, so they have their own case visibility and access, status and closure behavior, and eligibility for case escalation rules. The design must therefore account for access to work-order records, automation or rules that prevent closing the original case before the customer review is complete, and whether the work-order and customer-contact records require independent escalation behavior. A related custom object would require separate security and automation rather than the standard Case features.

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