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Trailhead > Keep Customers Happy with Service Cloud > Flashcards

Keep Customers Happy with Service Cloud Flashcards

1
Q

On-Demand Email-to-Case:
A. Accepts all attachments, regardless of size.
B. Converts emails to cases, leads, and opportunities.
C. Sends email traffic outside of your network’s firewall.
D. None of the above

A

C. Sends email traffic outside of your network’s firewall.

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2
Q

Web-to-Case:
A. Generates HTML to send to your web developer.
B. Lets customers submit cases to your team from a website form.
C. Supports case fields you choose.
D. Can generate up to 5000 cases a day.
E. All of the above

A

E. All of the above

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3
Q

Communities:
A. Improves response times with live chat.
B. Helps agents log call details.
C. Supports in-app assistance on mobile devices.
D. Is a self-service web forum for your customers.
E. All of the above

A

D. Is a self-service web forum for your customers.

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4
Q 
To see a console, you need:
A. Unlimited, Enterprise, or Developer Edition.
B. Accounts, contacts, and cases.
C. The Service Cloud User license.
D. All of the above.
A

C. The Service Cloud User license.

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5
Q

The benefit of console tabs are:
A. You can see related records on one screen.
B. You can switch back and forth between items without losing context.
C. You can work on many items simultaneously.
D. You can quickly access items.
E. All of the above.

A

E. All of the above.

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6
Q

Create custom console components to:
A. Build a console app from scratch.
B. Replace page layouts and related lists.
C. Integrate console functions with the API.
D. Display contextual data next to records.
E. All of the above.

A

D. Display contextual data next to records.

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7
Q

Before you implement a console, you:
A. Turn on the time-based workflow
B. Update Agent console layouts
C. Ask your agents what they want a console to do
D. Set up a console to do what you want it to do

A

C. Ask your agents what they want a console to do

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8
Q

What is the most helpful question to ask your agents when planning a console?
A. How much product pricing detail do you want to see when responding to cases?
B. Do you want to see the weather at the contact’s location?
C. Do you want to receive text messages when a list or record that you’re working on has changed?
D. Which fields do you use most often in responding to support cases?

A

D. Which fields do you use most often in responding to support cases?

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9
Q

Sketching out agent workflows helps you:
A. Create useful consoles that boost agent productivity
B. Send time-based information to the right agents
C. Add highlights panels, navigation tabs, and process automation
D. Convince your support team how you to set up a console

A

A. Create useful consoles that boost agent productivity

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10
Q

Customizing the highlights panel is effective because:
A. Agents can see their daily workflow.
B. Priority, Status, and Case Origin fields are used most.
C. Agents spend less time searching and scrolling for the fields they use most.
D. Page layouts are easy to modify and save.

A

C. Agents spend less time searching and scrolling for the fields they use most.

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11
Q

Pinned lists are:
A. Incoming emails
B. Filtered lists of records available through the navigation tab
C. Customizable views of similar records
D. List views placed on a fixed location on the agent’s screen

A

D. List views placed on a fixed location on the agent’s screen

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12
Q

When setting up pinned lists:
A. Choose specific records
B. Add a placement of 25% pixels
C. Ask agents where they want lists displayed
D. Build lists with Visualforce or the Console API

A

C. Ask agents where they want lists displayed

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13
Q

Pinned lists boost agent productivity:
A. By providing full details of the case
B. When placed onscreen where agents want them
C. For agents who request them in the navigation tab
D. In both Salesforce Classic and Lightning Experience

A

B. When placed onscreen where agents want them

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14
Q

Push notifications…
A. Help agents see the cases within a support team’s queue
B. Can be pinned to different areas of the console
C. Are always on for all agents.
D. Help agents know when someone has changed the case they’re working on

A

D. Help agents know when someone has changed the case they’re working on

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15
Q

Which statement about list and detail view notifications and refreshes is true?
A. You can set notifications for both lists and detail pages to refresh automatically.
B. Push notifications on lists show the details of the change made on the list, not the case summary.
C. You can set only list views, not detail pages, to automatically refresh when a change is made.
D. Detail pages show notifications for related records.

A

A. You can set notifications for both lists and detail pages to refresh automatically.

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16
Q

Which statement is true about setting up push notifications?
A. You can set push notifications on all standard objects.
B. You can’t set push notifications on custom objects.
C. For a given list or detail page, you must choose between setting up either push notifications or refreshing.
D. You must turn on Require HttpOnly for push notifications to work.

A

C. For a given list or detail page, you must choose between setting up either push notifications or refreshing.

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17
Q

Which step isn’t necessary when configuring push notifications on cases?
A. Asking agents how they would best like to be notified about changes to a case they’re working on
B. Selecting how lists and detail pages refresh
C. Choosing which agents receive the notifications
D. Choosing the objects and fields that trigger the notification

A

C. Choosing which agents receive the notifications

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18
Q 
To turn on keyboard shortcuts:
A. Click Show Keyboard Shortcuts.
B. Create a console API method.
C. Do nothing. Default shortcuts are already on.
D. Edit shortcuts first.
A

C. Do nothing. Default shortcuts are already on.

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19
Q 
Creating custom keyboard shortcuts requires using:
A. Visualforce pages
B. Console API methods
C. Custom console components
D. All of the above
A

D. All of the above

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20
Q 
To use keyboard shortcuts, you must:
A. Turn them on in setup
B. Log in to a console
C. Create custom shortcuts
D. Press Shift+K
A

B. Log in to a console

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21
Q

It’s a good idea to customize standard keyboard shortcuts:
A. When the standard shortcut is hard to type
B. To improve the security of your console
C. When you feel your work goes unnoticed
D. During peak hours for your support agents

A

A. When the standard shortcut is hard to type

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22
Q

Support agents can respond to customers in Case Feed in the following ways:
A. Email and phone
B. Carrier pigeon and smoke signals
C. Email, phone, social media, and communities
D. SMS text messages, email, phone, and social media

A

C. Email, phone, social media, and communities

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23
Q

Case Feed makes it easy for support agents to:
A. Find and keep track of documents related to a case
B. Ask more experienced agents questions about a case
C. See what’s happened in a case in chronological order
D. All of the above

A

D. All of the above

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24
Q 
Fill in the blank: \_\_\_\_\_\_\_\_ represent required steps in your customer support process.
A. Entitlements
B. Milestones
C. Entitlement processes
D. Cases
A

B. Milestones

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25
Q

Which statement is true?
A. Entitlement processes are created on the Entitlement Processes tab in Salesforce.
B. A milestone can occur only once on a case.
C. An entitlement process can contain several milestones.
D. When you don’t add a description to a milestone, Cloudy the Goat sends you a baaaaad email.

A

C. An entitlement process can contain several milestones.

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26
Q

Which action can you automate on milestones?
A. When a “Response Time” milestone is 1 hour from being violated, email the case owner.
B. When a “First Response” milestone is violated, create a task for the case owner to call the case contact.
C. When a “Resolution Time” milestone is near violation, update the case priority to High.
D. All of the above

A

D. All of the above

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27
Q 
You can create milestones in your org:
A. In the Entitlements tab
B. On case detail pages
C. In Setup
D. On entitlement detail pages
E. All of the above
A

C. In Setup

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28
Q

Which statement is true?
A. You can create customer cases only from an entitlement if the entitlement is linked to an entitlement process.
B. If a case resolution time milestone is counting down on a case, closing the case doesn’t automatically mark that milestone complete.
C. You can add a milestone only to a single entitlement process.
D. You can apply an entitlement process only to a single entitlement.

A

B. If a case resolution time milestone is counting down on a case, closing the case doesn’t automatically mark that milestone complete.

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29
Q

What is the difference between Call Center and Open CTI?
A. Call Center has a setup node and Open CTI has user licenses.
B. Call Center is a Salesforce feature and Open CTI is a JavaScript API.
C. Call Center is an AppExchange package and Open CTI is an on-screen phone.
D. Call Center is a Salesforce call integrator and Open CTI is an API object.

A

B. Call Center is a Salesforce feature and Open CTI is a JavaScript API.

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30
Q

How do you get started with Call Center?
A. Call Salesforce, mail a check to a developer, and log in to your org.
B. Install a CTI package and add users to Call Center.
C. Download a SoftPhone from the AppExchange and start making calls.
D. Have a developer code a Call Center with Visualforce and JavaScript methods.

A

B. Install a CTI package and add users to Call Center.

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31
Q

Why is Open CTI awesome?
A. You can make calls on any browser and platform of your choice.
B. You can make phone calls through Salesforce.
C. You can see customer data on-screen from phone numbers.
D. It just is.

A

A. You can make calls on any browser and platform of your choice.

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32
Q

What is a macro?
A. A formula for calculating field values
B. A type of crochet popular in the ’70s
C. A scripting language used in Salesforce
D. A set of instructions that complete a task in the Salesforce console

A

D. A set of instructions that complete a task in the Salesforce console

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33
Q 
A macro that sends an email to a customer is an example of what type of macro?
A. Bulk macro
B. Regular macro
C. Complex macro
D. Irreversible macro
A

D. Irreversible macro

34
Q 
A macro that attaches a knowledge article to a case is an example of what type of macro?
A. Irreversible macro
B. Bulk macro
C. Simple macro
D. Regular macro
A

D. Regular macro

35
Q

An agent can use a macro to quickly complete which tasks?
A. Triage new cases
B. Reassign a case to a different case owner
C. Insert an email template into an email in case feed
D. All of the above

A

D. All of the above

36
Q

What prerequisites does your org need before you can use macros?
A. Salesforce Classic
B. Feed-tracking on the Cases object
C. Feed-based page layout
D. Publisher actions available on the page layout
E. All of the above

A

E. All of the above

37
Q 
Where does the macros browser widget appear in the console?
A. In a list view
B. In the footer
C. In a quick action
D. In a sidebar
A

B. In the footer

38
Q 
Who can run macros?
A. Only admins
B. Only support agents
C. Only sales people
D. Both admins and support agents
A

D. Both admins and support agents

39
Q

What user permissions do you need to create and edit regular macros?
A. “Create,” “Edit,” and “Read” on the Macros object
B. “Manage Macros That Users Can’t Undo”
C. “Create,” Edit,” “Read,” and “Delete” on the Macros object
D. “Create,” Edit,” “Read,” and “Delete” on the Macros object and “Manage Macros That Users Can’t Undo”

A

A. “Create,” “Edit,” and “Read” on the Macros object

40
Q

A knowledge base is:
A. A single repository for storing helpful organizational information.
B. A dashboard for controlling all organization communication.
C. The driving force for great collaboration.
D. An alphabetical list of all your customers.

A

A. A single repository for storing helpful organizational information.

41
Q

A Knowledge base improves productivity by:
A. Raising alerts when your company is bad-mouthed on social media.
B. Keeping your product and service information private so customers have to call you.
C. Creating cases for new employees to practice closing.
D. Capturing and consolidating important information in one place.

A

D. Capturing and consolidating important information in one place.

42
Q 
Salesforce Knowledge integrates with:
A. Apex classes.
B. Other Salesforce products like the Console.
C. Most power sources.
D. Your Facebook page.
A

B. Other Salesforce products like the Console.

43
Q

One way to ensure the best articles are suggested as agents solve cases is to:
A. Connect the right agent to the case.
B. Have corresponding fields on your cases and article types.
C. Allow all agents to delete all articles in your knowledge base.
D. All of the above.

A

B. Have corresponding fields on your cases and article types.

44
Q

You can improve your knowledge base’s searchability by:
A. Creating clear data groups and categories.
B. Identifying popular synonyms for search terms.
C. Promoting specific articles when a certain search terms are used.
D. All of the above.

A

D. All of the above.

45
Q

Article contributors need which permissions and article actions?
A. Customize Application permission and Read, Create, and Edit article actions.
B. No permissions or actions needed to contribute articles, only to manage articles.
C. Manage Article permission and Read, Create, and Edit article actions
D. Manage Article permission and Create and Delete article actions.

A

C. Manage Article permission and Read, Create, and Edit article actions

46
Q

Why should you optimize search in Salesforce Knowledge?
A. Save service reps time in finding articles.
B. More relevant articles are returned in search results.
C. It’s quick and easy.
D. All of the above

A

D. All of the above

47
Q 
How is search relevance determined?
A. User's search history
B. Number of factors, including search term frequency, order, and uniqueness
C. Length of the article
D. Article ratings
A

B. Number of factors, including search term frequency, order, and uniqueness

48
Q

When should you code a component?
A. When you know Visualforce, Force.com Canvas, or APIs
B. When an out-of-the box component doesn’t meet your needs
C. When you want a console to show accounts, contacts, or cases
D. Anytime, for kicks

A

B. When an out-of-the box component doesn’t meet your needs

49
Q 
Where can you enable snippets, highlighting, and auto-complete?
A. Search Settings 
B. Article Settings
C. Knowledge Settings
D. Support Settings
A

C. Knowledge Settings

50
Q

What do you have to do to add bookmarks to a console?
A. Log in with a browser that includes bookmark capabilities.
B. Right-click on any record in a console sidebar and choose Bookmark.
C. Go to the tab bar and click the bookmark icon next to a console tab.
D. Click Bookmarks on the History component in the console footer.

A

C. Go to the tab bar and click the bookmark icon next to a console tab.

51
Q

How do you add the History component to a console?
A. Create an org before Summer ‘15.
B. On a page layout in Setup, add History to Custom Console Components.
C. On a console app in Setup, add History to Choose Console Components.
D. Call Salesforce support.

A

C. On a console app in Setup, add History to Choose Console Components.

52
Q

When creating promoted search terms, what should you do?
A. Choose articles that are most commonly used to resolve cases.
B. Limit the number of keywords per term.
C. Limit the number of articles that use the same term.
D. All of the above

A

D. All of the above

53
Q

To locate a related list component on a console, what must you do?
A. Click on any record.
B. Click on any record that has an Activities or Open Activities related list.
C. Click on a page layout that has a Related List component or a Custom Console Component.
D. Click on a record in which an admin has added a related list component to a page layout.

A

D. Click on a record in which an admin has added a related list component to a page layout.

54
Q

How do you add a related list component to a console?
A. Click Custom Console Components on a page layout, choose Related List as a component type, and select some related lists to display.
B. Contact Salesforce support and ask them to turn on console components in your org and send you the bill.
C. Right-click on any related list in a console and click Custom Console Components to edit a page layout.
D. Click Related List next to Custom Console Components on a console’s detail page.

A

A. Click Custom Console Components on a page layout, choose Related List as a component type, and select some related lists to display.

55
Q 
Where in Setup do you start creating a Knowledge Search Activity Report?
A. Report Types
B. Knowledge Settings
C. Support Settings
D. Search Settings
A

A. Report Types

56
Q 
What field in the Knowledge Search Activity Report do you use to create better synonym groups and promoted search terms?
A. Number of Results
B. Search Terms
C. Search Date
D. Language
A

B. Search Terms

57
Q

How can you use the Knowledge Search Activity Report to improve articles?
A. Make a list from the Clicked Articles Title field and round up the usual suspects.
B. Use the Duration field to see how long users spend on an article.
C. Use the Search Terms field and find articles with those terms in the title.
D. Use the Average Click Rank and Clicked Article Title fields to determine the top and bottom articles accessed. Focus your efforts on those articles.

A

D. Use the Average Click Rank and Clicked Article Title fields to determine the top and bottom articles accessed. Focus your efforts on those articles.

58
Q

What are the different types of components?
A. Out-of-the box components and components with code
B. History, lookup, related list, knowledge, multi-monitor, and macros
C. Components for page layouts and components for footers
D. Footers, sidebars, highlights panels, and interaction logs

A

C. Components for page layouts and components for footers

59
Q

What does the History component enable you to do?
A. Revisit older versions of a console
B. Track changes to records in console sidebars
C. Revisit the last several records you viewed or bookmarked on the web
D. Revisit the last several records you viewed in a console

A

D. Revisit the last several records you viewed in a console

60
Q

What do related list components let you do?
A. Create relationships between records.
B. Move sections of a record to a sidebar.
C. See or change data shared between records in a sidebar.
D. Add activities to a sidebar for cases.

A

B. Move sections of a record to a sidebar.

61
Q

How do you add a related list component to a console?
A. Click Custom Console Components on a page layout, choose Related List as a component type, and select some related lists to display.
B. Contact Salesforce support and ask them to turn on console components in your org and send you the bill.
C. Right-click on any related list in a console and click Custom Console Components to edit a page layout.
D. Click Related List next to Custom Console Components on a console’s detail page.

A

A. Click Custom Console Components on a page layout, choose Related List as a component type, and select some related lists to display.

62
Q

What case fields can you select to customize the suggest related articles feature?
A. Choose up to five of the available short text fields.
B. Choose between the Subject and Description field.
C. Choose all fields.
D. Choose all custom fields.

A

A. Choose up to five of the available short text fields.

63
Q

What does the process for coding components include?
A. Unicorns and rainbows
B. Visualforce pages, console APIs, and canvas tags
C. Uploading or adding files to console pages or footers
D. Five steps for pages and four steps for footers

A

C. Uploading or adding files to console pages or footers

64
Q

What do you need to add a “coded” component to a page or footer?
A. You must know code or have a developer background.
B. You must have access to an org and console as a Salesforce admin.
C. You must understand Visualforce, console APIs, and canvas files.
D. You must call a Salesforce developer.

A

B. You must have access to an org and console as a Salesforce admin.

65
Q

What is a community?
A. Just a marketing tool
B. An application for making an online forum
C. A group joined by shared interests
D. A system working in isolation of the org

A

C. A group joined by shared interests

66
Q

What are the benefits of lemmatization?
A. Even if you have a typo in the word, you get results.
B. You can group similar words together.
C. You get more results even when you don’t use the exact variant of the search term used in the article.
D. Lemmings?!?!

A

C. You get more results even when you don’t use the exact variant of the search term used in the article.

67
Q 
How are search snippets generated?
A. From deep within the search engine
B. From email, long text area, rich text area, and text area fields
C. From the article's description field
D. From the article's body
A

B. From email, long text area, rich text area, and text area fields

68
Q 
What types of auto-complete are there?
A. Article titles
B. Question titles
C. Keyword searches
D. All of the above
A

D. All of the above

69
Q 
Erica, the community manager at Cloud Kicks, is defining the audience for the company’s partner sales community. Which internal stakeholders does she engage in this exercise? 
A. Marketing
B. Product management
C. Sales
D. All of the above
A

D. All of the above

70
Q 
Where in Setup can you create synonym groups?
A. Knowledge Settings
B. Knowledge Synonyms
C. Synonyms
D. Search Settings
A

C. Synonyms

71
Q 
What is an advantage of a community built using the Salesforce Community Cloud?
A. Siloed information
B. Integrated data
C. Isolated processes
D. Integration across different orgs
A

B. Integrated data

72
Q 
Which Salesforce features can you use to supercharge your community?
A. Service Cloud
B. Sharing models
C. Salesforce Knowledge
D. All of the above
A

D. All of the above

73
Q

What elements do you need to know before setting your community’s goals?
A. Audience
B. Use cases
C. Factors affecting internal stakeholder buy-in
D. All of the above

A

D. All of the above

74
Q

How do you measure the success of your community?
A. Number of daily unique visitors
B. Number of messages sent between customers
C. Depends on the community’s goals
D. Decrease in the support organization’s spending budget

A

C. Depends on the community’s goals

75
Q 
Erica, the community manager at Cloud Kicks, is defining the audience for the company’s partner sales community. Which internal stakeholders does she engage in this exercise? 
A. Marketing
B. Product management
C. Sales
D. All of the above
A

D. All of the above

76
Q

What is the Service Cloud?
A. An easy-to-use customer service application
B. A customer service application for Lightning
C. A console available on the Salesforce platform
D. A feed to track customers in Lightning

A

A. An easy-to-use customer service application

77
Q

What are key benefits of the Lightning Service Console?
A. Preconfigured service lists, feeds, and articles
B. Out-of-the box support and customer history
C. Preconfigured pages and productivity tools for service
D. Click paths for better service and more productivity

A

B. Out-of-the box support and customer history

78
Q

To update a customer case with a comment:
A. Select a case from the Cases tab, and share a post.
B. Create a case and contact, then click Save.
C. Click the Comment on Case icon.
D. Select a case from the Cases tab, and click Update.

A

A. Select a case from the Cases tab, and share a post.

79
Q 
What are two key benefits of Lightning Service Setup?
A. Prompts and social media flows
B. Recommendations and flows
C. Email metrics and home tab
D. Service metrics and setup flows
A

D. Service metrics and setup flows

80
Q 
To get to Lightning Service Setup:
A. Click the Setup icon.
B. Click App Manager in Setup.
C. Click the gear icon, then Service Setup.
D. Click Edit next to Lightning Service.
A

C. Click the gear icon, then Service Setup.

81
Q

To use a guided email setup flow to create an email channel:
A. Click Get Started on the Email Setup flow in Service Setup.
B. Forward all of your emails to Salesforce in Setup Home.
C. Click Get Email on the Email Setup flow in the Service Console.
D. Paste the email routing link from your email application into Salesforce.

A

A. Click Get Started on the Email Setup flow in Service Setup.

Trailhead (6 decks)

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