11% Service & Support Applications Flashcards
What is the Service Cloud in Salesforce?
Service Cloud is a Salesforce application designed to support customer service and support processes, including case management, knowledge management, and customer self-service.
What is a Service Level Agreement (SLA)?
An SLA is a commitment between a service provider and a customer that defines the level of service expected, including response and resolution times for cases.
What is a Case in Salesforce?
A Case is a customer issue or request for support that is tracked and managed in Salesforce, allowing service agents to provide assistance and resolve problems.
What is the purpose of the Knowledge Base in Salesforce?
The Knowledge Base is a repository of articles, FAQs, and documentation that helps service agents and customers find answers to common questions and issues.
What is the Omni-Channel feature in Salesforce?
Omni-Channel is a routing feature that distributes work items, such as cases or leads, to agents based on their availability, skills, and workload.
What is a Support Queue in Salesforce?
A Support Queue is a holding area for cases or other work items, where they can be assigned and prioritized for agents to work on.
What is a Service Console in Salesforce?
The Service Console is a unified interface that provides service agents with a comprehensive view of customer interactions, case details, and tools to resolve issues efficiently.
What is Case Assignment Rules?
Case Assignment Rules automatically assign new cases to specific users or queues based on predefined criteria, ensuring efficient case management.
What is the purpose of Entitlements in Salesforce?
Entitlements define the type of support a customer is entitled to receive, including SLAs, support channels, and eligibility for specific services
What is a Service Contract in Salesforce?
A Service Contract is an agreement between a company and a customer that outlines the terms of service, including duration, coverage, and entitlements.
What is the purpose of the Case Feed in Salesforce?
The Case Feed provides a real-time, chronological view of case interactions, including emails, calls, notes, and activities, helping agents stay informed and manage cases effectively.
What is the Email-to-Case feature in Salesforce?
Email-to-Case automatically converts customer emails into cases, allowing support teams to manage and respond to customer inquiries efficiently.
What is a Milestone in Salesforce?
A Milestone is a key step in the lifecycle of a case that helps track and enforce SLAs by defining required actions and timelines.
What is the purpose of Macros in the Service Console?
Macros automate repetitive tasks, such as sending standard email responses or updating case fields, helping service agents work more efficiently.
What is the Web-to-Case feature in Salesforce?
Web-to-Case captures customer support requests submitted through a website and automatically creates cases in Salesforce.
