Cloud Applications II

Question 1

What are the steps involved in setting up Entitlements and Entitlement Processes?

Answer 1

Create Milestones, Create Entitlement Process, Add Milestones to Process, Add Workflow actions to Milestones, Add Entitlement Process to Customer Entitlement

Question 2

What are the 3 Entitlement models?

Answer 2

Entitlement only (determined by Account, Contact, Asset), Entitlement + Service Contracts (Entitlement purchased separately to product), Entitlement + Service Contract Line Items (Entitlement is specified in detail in a line item)

Question 3

What is an example of an Entitlement Milestone?

Answer 3

The customer is entitled to a first reponse within 60 minutes.

Question 4

What features can CTI provide to support customer agent interaction?

Answer 4

CTI provides an integrated softphone that can dial, answer, screenpop records, log calls, tranfer calls, and conference calls.

Question 5

How does Web-to-Case work?

Answer 5

The HTML generated in Salesforce is embedded on a company website. Cases are created automatically from submission if data meets validation rules. If not, an email is sent.

Question 6

What are the options for dealing with emails in Salesforce related to support requests?

Answer 6

Salesforce can accept incoming emails and automatically create cases. Emails can be related to existing cases if they include a reference number (thread id).

Question 7

How can customers interact with agents in a Community?

Answer 7

Create Cases, use Chatter Questions, submit Ideas, comment on Knowledge

Question 8

What can be used to define the structure and format of articles in Salesforce Knowledge?

Answer 8

Record Types and Page layouts

Question 9

Once Lightning Knowledge has been enabled, what can be created to distinguish types of Knowledge articles?

Answer 9

Record Types

Question 10

What can be created for easier classification of articles in a Salesforce Knowledge base?

Answer 10

Data Categories

Question 11

Which Salesforce feature enables automatic creation of cases from incoming emails and attaching them to existing cases if they include a reference number?

Answer 11

Email-to-Case

Question 12

Which feature integrates on-premise telephony system with Salesforce and enables a softphone which can be used to make and receive calls in Salesforce?

Answer 12

CTI

Question 13

Which community feature allows customers to ask questions in Chatter feed, groups and records?

Answer 13

Chatter Questions

Question 14

Which options are available to generate a web form for Web-to-Case for automatic creation of cases based on information submitted by customers online?

Answer 14

HTML Web-to-Case Generator, Visualforce and Sites

Question 15

Which feature of Omni-Channel can be enabled to allow assigning work items to agents based on their skills?

Answer 15

Skills-Based Routing

Question 16

What indicates whether an agent is available for receiving incoming work requests through Omni-Channel?

Answer 16

Presence Status

Question 17

What can be used to route work items, such as cases to agents, based on skills?

Answer 17

Omni-Channel and Skills-Based Routing

Question 18

Which user permissions should be granted to a user who needs to set up milestones, milestone actions, entitlement processes, and entitlement templates?

Answer 18

Manage Entitlements and Customize Application

Question 19

Which feature can be enabled for a community to allow its users to post, vote for, and comment on suggestions related to products?

Answer 19

Ideas

Question 20

Which feature can be utilized by users of a self-service community to ask questions and receive answers to those questions from other members of the community?

Answer 20

Chatter Questions

Question 21

How can an administrator configure Knowledge so that users can tell whether an article has been validated?

Answer 21

Enable the ‘Validation Status’ field in Knowledge Settings

Question 22

Agents search Knowledge for articles about ‘phones’, while other agents search for articles about ‘telephones’. What can an administrator configure to ensure that all agents find the same articles?

Answer 22

Synonym groups

Question 23

Which feature can be used to make suggested articles and Knowledge component searches more relevant when solving cases in Lightning Knowledge?

Answer 23

Data Category Mapping

Question 24

Which type of field can be created on the Lead object to allow support agents to relate a specific article to a lead?

Answer 24

Lookup Relationship

Question 25

When using Lightning Knowledge, which actions can be performed by agents from the Articles related list on cases?

Answer 25

Agents can publish and delete articles, refresh the articles list, and perform different actions, such as Edit, Detach, Edit as Draft, and Insert Article to Email.

Question 26

What can be used while creating a Lightning Knowledge article to quickly insert an existing text into the article?

Answer 26

Quick Text button

Question 27

Which types of routing can be set up if some work items need to be routed using queues while others need to be routed based on the abilities of support agents?

Answer 27

Skills-based and queue-based routing

Question 28

What can be accessed by a support agent in the chat toolbar to insert predefined text into a chat?

Answer 28

Quick Text button