Deck 1 Flashcards
How can you integrate a call center with an existing telephone system?
Implement an adapter built on open CTI
What are some considerations for a Service Cloud implementation with a very large number of records?
2 items
Salesforce reporting speed may be affected
Results may be slow when searching for records
What should you configure to track SLAs?
4 items
Entitlement processes
Contracts
Milestones
Milestone actions
What are some solutions to decrease cost per call?
2 items
Use integrated voice response
Enable suggested articles for Knowledge
What is one solution to increase First Call Resolution?
Skills-based routing
What documents should be created to support the initial planning phase of an implementation project?
2 items
Project milestones
Project kickoff presentation
In Knowledge, where does the article summary appear?
In the search results
What features are included in Service Cloud Essentials?
7 items
- Cases
- Case Feed
- Console
- Macros
- Lightning App Builder
- Multichannel support
- Reports
What tasks should be included in a business continuity plan for a contact center?
3 items
CONFIRMED
- Route cases to agents in an alternate center
- Deliver training on case handling for contingent staff
- Monitor SLAs and notify customers
What steps should be considered in Service Console deployment?
3 items
CONFIRMED
- Customize highlights panels for all objects.
- Set up interaction logs and assign them to user profiles.
- Assign users the Service Cloud User feature license.
How should permissions for article managers be set up?
CONFIRMED
Create public groups with article managers and assign each group to specific article actions.
Which feature will allow an agent to access a real time response from internal SMEs?
CONFIRMED
Chatter Groups
What options should be considered when implementing Salesforce Knowledge?
3 items
CONFIRMED
- What types of information they need to publish
- Who can approve and manage the information published
- How information should be categorized
What can Visual Workflow be used for?
Build wizards for your support reps to follow
What is Entitlement Management?
A group of features that help you define, enforce, and track service levels
What is an Entitlement Process?
A customizable timeline that includes all the steps (milestones) that your support team must complete to resolve cases or work orders.
What is an Entitlement Template?
Used to create multiple entitlements with the same settings. Entitlement Templates are attached to products and are only used if you use products.
_____ represent required steps in your customer support process.
CONFIRMED
Milestones
These are added to an entitlement process.
What Recurrence Types can Milestones have?
3 items
CONFIRMED
- No Recurrence
- Independent - whenever milestone criteria are met
- Sequential - occur on repeat when milestone criteria are met
What are some Salesforce Knowledge capabilities?
5 items
- Write, edit, publish, and archive articles
- Attach articles to open or closed cases
- Use the Articles related list to track which article was attached to a case.
- Share articles as PDFs or Links
- Rate articles and provide feedback on an article’s chatter feed
In Knowledge, what are article types?
In classic,they are like record types for Knowledge. They define the structure and format of an article. Default article types include FAQs, Offers, and How-To’s.
In Lightning, Knowledge has record types.
In Knowledge, what are data categories?
Data categories are used to classify and search for articles. Multiple categories may be used on an article.
Access to categories can be controlled via the role hierarchy, profiles, and permission sets.
What are Case Teams?
Allow users to grant additional access to their cases and related records. Members can be users, contacts, or predefined case teams.
Which actions can you add to a milestone?
3 items
- Success Actions
- Warning Actions
- Violation Actions
What is Quick Text?
Quick text is a predefined message, like a greeting, note, phrase, or answer to a common question. Users can insert quick text in their emails, chats, and more. To insert quick text, users click a button or press a keyboard shortcut.
What are Macros?
A macro is a set of instructions that tells the system how to complete a task. Users can run macros to complete repetitive tasks—selecting an email template, sending an email to a customer, updating the case status—all in a single click. When a user runs a macro, the system performs each instruction on the open record. Users run macros from the app’s utility bar.
What are Mass Quick Actions?
Mass quick actions let users edit up to 100 records from any list view, except for recently viewed lists. Users can only create and update records with mass quick actions.
What are the key benefits of the Lightning Service Console?
Preconfigured pages and productivity tools for service
What is Service Setup?
“Dashboard” for all things service, where you can configure email to case, integrate with social media, enable knowledge. Can also see metrics about your channels. Get to Service Setup by clicking gear icon and selecting Service Setup.
What is the general setup process for Service Cloud?
4 items
- Automate Case Management
- Add multiple channels
- Capture knowledge
- Expand efficiencies with AI
What is case management?
Organizing cases in to one place and making sure they go to the right person, for the right answer, by the right time.
What is Omni-Channel?
Manage support agents’ priorities and their capacity to take on work items so that they’re given only the number of assignments that they can handle. Route all assignments to the correct agents so that they no longer have to choose work assignments manually from a queue.
Works for any object that can be put into a Salesforce queue .
On Demand Email to case vs…Email-to-case Agent
On Demand: attachments below 25 MB only, keep email traffic outside company firewall, maximum emails converted to cases per day is 1,000 x number of licenses, up to 1,000,000
Agent: attachments larger than 25 MB allowed, email agent runs inside company’s firewall, 2,500 maximum emails converted to cases per day
What does KCS stand for?
Knowledge Centered Support
What does KPI stand for?
Key Performance Indicators
When you create a Queue, what else is automatically created?
A list view
What is Deferred Sharing (or Defer Sharing Calculations)
Deferred Sharing allows you to make changes to sharing rules without having them be recalculated immediately.
Consider deferring your sharing calculations before performing massive updates to sharing rules. When sharing is recalculated, Salesforce also runs all Apex sharing recalculations.
The defer sharing calculation feature isn’t enabled by default. To enable it for your organization, contact Salesforce.
How do you import knowledge articles?
Create a .zip file containing:
- The .csv file.
- The folder containing the .html files to import.
- The folder containing the image files referenced in the .html files.
- The .properties file.
What is the most helpful question to ask your agents when planning a console?
Which fields do you use most often in responding to support cases?
Customizing the highlights panel is effective because:
Agents spend less time searching for the fields they use most.
What are push notifications in Salesforce?
visual indicators that show agents when something that they’re working on has been changed by another user
Available in console and mobile app
What is Case Feed?
A news-feed like timeline display that shows customer support agents everything that’s happening in a support case. It displays “happenings” in context, so that agents can solve cases more efficiently.
What are Feed Filters?
Filters that can be applied to case feed to show only the feed items you want to see, while hiding the rest.
Standard feed filters are available, and you can create custom feed filters as well.
In Knowledge, how can you restrict information from some viewers?
Set “data category visibility” on profiles for the categories you need to restrict.
How can you improve searchability in Knowledge?
3 items
Create clear data groups and categories
Identify synonyms for search terms (Synonym Groups)
Promote specific articles when a certain search term is used
What does a Knowledge user license do?
A knowledge user license lets you enable and administer Salesforce Knowledge and manage (create, edit, publish, etc.) articles. At first, you might only need to give the Knowledge User license to one user to create articles because all your internal uses can read articles without the special license.
What are some considerations for enabling Knowledge?
2 items
Once you enable it, you can’t turn it off
Once you enable it, Knowledge tab is visible to all users and Article Management tab and setup pages are visible to all users with a Knowledge User license
What is lemmatization?
Variants of a word used in a search. Will return results even if phrase does not exactly match.
Example: Fry / Fried / Frying
In Knowledge, what are Promoted Search Terms?
A way to associate keywords with an article. If a user’s search matches the promoted search terms, the article is returned as the first search result.
What are the Knowledge article visibility settings?
4 items
Visible in Internal App
Visible to Customer
Visible to Partner
Visible in Public Knowledgebase
How do you provide different agents different access to knowledge articles?
3 items
Use Roles, Permissions, and Profiles to control article access
What can you use to solve the issue where agents rely heavily on managers and more experienced reps for knowledge?
2 items
Use collaboration tools:
- Chatter
- Case Teams
What is Article Lifecycle Management?
A way to keep articles up to date, such as new procedures, new products, etc.
What are the basic concepts of KCS (Knowledge-Centered Support)?
4 items
- Integrate the creation and maintenance of knowledge into the problem solving process
- Evolve content based on demand and usage.
- Develop a knowledge base of collective experience to date.
- Reward learning, collaboration, sharing, and improving.
How many fields on a case can knowledge search for automatically? Which field is searched automatically.
Choose up to 5 fields on a case to search for knowledge article automatically.
Subject field is searched by default.
What type of license is needed to view knowledge articles?
Only a full SF license allows users to view knowledge articles and attach to cases. An additonal license is needed to create, modify, publish, etc. articles.
What are the steps in Article Lifecycle?
5 items
- Create
- Approve
- Publish
- Consume
- Get Feedback
What are Article Types and some examples?
An article’s look and feel, it defines the structure and format of an article.
Examples: FAQs, How-To, Documentation, White Paper
What are Data Categories and some examples?
Article relevance and visibility, used to classify and search for articles.
Examples: Consumer--> Laptop Desktop Printer
Business–>
Workstation
Server
Networking
How can you measure the usage and quality of knowledge articles?
4 items
- How are articles being rated?
- Which articles are associated with cases?
- Who is creating and publishing articles?
- How often is Knowledge being searched?
What is Social Customer Service?
Integrates with Social Studio so agents can respond to cases created from Twitter and Facebook.
All customers can use free Starter Pack which provides two social accounts (one Facebook and one Twitter)
What are the pros and cons of web-to-case?
Pros: Easy to build Easy to submit Integrate in to existing web site Can use CAPTCHA
Cons:
Unauthenticated
One-time interaction
Invalid data (validation rules in Salesforce can prevent case from being created)
Per day case capture limits
Changes to SF config require updates to web forms
What metrics can be used to measure customer satisfaction?
5 items
- Average wait time
- First call resolution
- Call quality
- Abandon rate (%)
- Overall customer satisfaction
What metrics can be used to measure and decrease cost of service?
5 items
- Cost per call
- Calls per agent
- Average handle time
- Self-service percentage
- Agent turnover
What metrics can be used to increase revenues?
4 items
- Up-sell percentage
- Conversion rates
- Customer retention
- Net promoter score
