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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

This question is part of Service Cloud Quiz 10Nov
Asked by Wyatt Williams, Last updated: Apr 02, 2020

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2 Answers

O. Miller

Have 3 years of Experience in journalism.

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

 

John Smith

John Smith

Answered Dec 19, 2016

Add the entitlement related list to contact records

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