Cases and Case Management

Question 1

What is the highest benefit of implementing a knowledge based for frequent support questions

Answer 1

article access can be controlled

articles can be classified into groups.

Question 2

What is a Community?

Answer 2

A community is a way to allow customers to work together to answer one another’s questions and solve problems.

Question 3

What feature will assign one technical engineering group to be associated with each new case

Answer 3

An assignment rule.

Question 4

What Salesforce feature should a company implement to provide a method for its resellers to track their leads and opportunities

Answer 4

Lightning partner community

Question 5

What are Case Feed Actions and Feed items in Support Settings

Answer 5

Varied layouts showing cases coming in rather than standard page layouts.

Question 6

What should be used to forward support requests to any IT representative ?
Assignment Rules
Queues
Both

Answer 6

Both

Question 7

How can you generate cases directly from your website

Answer 7

Web to case forms

Question 8

What are Assignment Rules

Answer 8

Defined conditions that determine how leads or cases are processed.