What solution should consultants recommend to prevent this scenario from happening in the future?
A customer calls the service desk at universal containers. The agent assigned to the call creates a case to capture the issue, but later realizes the caller is not eligible for support.
A. Add the entitlement contacts related list to account records B. Add the entitlement related list to contact records C. Add the service contract related list to contact records D. Add the assets related list to contact records
O. Miller, Content Optimization Executive, Studied Journalism and Psychology, Austin,Texas
Answered Feb 07, 2019
Correct answer is option B A consultant should recommend adding the entitlement related list to contact records to prevent such from happening in the future. The contacts related list on entitlement shows which contact is eligible for that entitlement. You can also add or remove contacts from the related list or by updating the contact record itself.
With this, you may not be able to offer support to customers unless they are a contact on the entitlement. Therefore, this will prevent the customer from been eligible or accessing the entitlement in the future. Hope this helps