Interaction Channels (15%)

Question 1

Web-to-case: 4 things to consider when configuring web-to-case?

Answer 1

1) Validation rules on the web form should match those on the case object
2) Multi select picklists allow customers to report cases on several products at a time
3) Cases default to a default case owner if web-to-case generates more than 500 cases per day
4) Support settings must specify a Default Case Owner and an Automated Case User

Question 2

Email-to-case: 4 things to consider when configuring email-to-case?

Answer 2

1) Configure email settings and enable email-to-case
2) Configure either email-to-case or on-demand email-to-case
3) Download email-to-case agent (if not using on-demand)
4) Add emails related list to case page layouts

Question 3

Email-to-case: When to use on-demand email-to-case instead of email-to-case (2 reasons)

Answer 3

1) No need to keep email traffic within your firewall

2) Attachment limit will not exceed 10MB

Question 4

Web-to-case: How do auto response rules enhance web-to-case?

Answer 4

Auto-response rule automatically send a email template to customer

e. g.
1) “We are currently working on your issue…” email
2) Auto-response rule searches case subject for ‘forgot’ and ‘password’ to send an automated “Here’s how to reset your password…” email

Question 5

Web Portals: Self Service Portal - What 3 features are available in the Self Service Portal?

Answer 5

1) View existing cases
2) Find solutions
3) Log cases

Note: Not available to new Orgs (superseded by Salesforce Communities)

Question 6

Web Portals: Customer Portal - What 4 extra features are available compared to the Self Service Portal?

Answer 6

1) Self Register
2) Branded homepage - Logo & Personalised to reflect account
3) Access to Salesforce Ideas
4) Access to custom applications

Note: Not available to new Orgs (superseded by Salesforce Communities)

Question 7

Web Portals: Salesforce Communities - Which 3 user types can collaborate (publicly or privately) on Salesforce Communities?

Answer 7

1) Employees
2) Customers
3) Partners

Question 8

Web Portals: Salesforce Communities - What 4 uses are there for Communities?

Answer 8

1) Intranet
2) Channel sales
3) Customer support
4) Marketing events

Question 9

Web Portals: Salesforce Communities - What 5 options are customisable by an administrator?

Answer 9

1) Members
2) Tabs
3) Branding
4) Login Page
5) Emails

Question 10

Email-to-case: Name 5 features of email-to-case?

Answer 10

1) Automatically creates case from inbound email
2) Auto-populates case fields
3) Associates customer responses to an email sent from the case
4) Associates the contact to the case
5) Follows assignment rules

Question 11

CTI Adapter: What 3 items does the CTI Adapter act as an intermediary between?

Answer 11

1) Telephony systems
2) SF Call Center app
3) SF User Interface

Note: Should try and use pre-built CTI Adapter from App Exchange

Question 12

CTI Adapter: Where does the CTI Adapter have to be installed?

Answer 12

On each users machine

Question 13

CTI Adapter: Steps to configure Salesforce CRM Call Center?

Answer 13

1) Define a call centre (by importing CTI Adapter call centre definition file - defines dialling info)
2) Manage users (select users of call center)
3) Update Call Center directory (to allow users to search for phone no’s throughout org)
4) Configure Soft Phone layout (Select screen pop objects when caller matches a contact, select info that will display in the soft phone for inbound, outbound and internal calls)
5) Assign Soft Phone layout for each profile

Question 14

CTI: Name 6 CTI Attributes?

Answer 14

1) Click-to-dial
2) Screen Pops (can look up Lead, Acount, Contact and other info within SF)
3) Call Logging
4) Call Reporting
5) Easy Configuration
6) Call Center Management

Question 15

Open CTI: What are the 7 benefits of the cloud based ‘Open CTI’ adapter?

Answer 15

1) Simplifies installation process (No need for installation file to be placed on each agents computer)
2) Improves troubleshooting (centralised location, not each agents machine)
3) Platform agnostic (direct interaction between telephony and browsers)
4) Soft phone customisation, option to embed 3rd party soft phone
5) Multi channel API surfaces interactions across different channels
6) Single code base, available to partners for debugging/troubleshooting
7) Deep integration with Service Cloud console allows automation of agent workspace

Question 16

Live Agent: What is the Live Agent?

Answer 16

Live Agent lets customers or website visitors in connect real time through a Web-based, text-only live chat. Each Live Agent user needs his or her own feature license.

Question 17

How can Radian6 help a business to interact with social channels?

Answer 17

Social Customer Service integrates with Radian6 so service agents can engage customers by responding to cases created from Twitter and Facebook. Case feed items are created on the case for inbound and outbound content, making it easy for support agents to solve customers’ questions.

Question 18

Web Portals: Salesforce Communities - What 4 tasks need to be carried out when enabling Communities?

Answer 18

1) Check licenses - Community licenses have to be purchased (Partner/Customer)
2) Choose unique domain name (cannot be changed once Communities is enabled)
3) Enable Communities (once enabled, cannot be disabled)
4) Set Global Header (so internal users can switch between communities)

Question 19

Web Portals: Salesforce Communities - What 3 features require enabling and configuration prior to adding to a Community?

Answer 19

1) Knowledge
2) Chatter Answers
3) Ideas