Keep Customers Happy with Service Cloud

Question 1

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

Answer 1

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

Question 2

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

Answer 2

E. All of the above

Question 3

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

Answer 3

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

Question 4

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.

Answer 4

C. The Service Cloud User license.

Question 5

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.

Answer 5

E. All of the above.

Question 6

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.

Answer 6

D. Display contextual data next to records.

Question 7

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

Answer 7

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

Question 8

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?

Answer 8

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

Question 9

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

Answer 9

A. Create useful consoles that boost agent productivity

Question 10

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.

Answer 10

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

Question 11

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

Answer 11

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

Question 12

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

Answer 12

C. Ask agents where they want lists displayed

Question 13

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

Answer 13

B. When placed onscreen where agents want them

Question 14

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

Answer 14

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

Question 15

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.

Answer 15

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

Question 16

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.

Answer 16

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

Question 17

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

Answer 17

C. Choosing which agents receive the notifications

Question 18

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.

Answer 18

C. Do nothing. Default shortcuts are already on.

Question 19

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

Answer 19

D. All of the above

Question 20

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

Answer 20

B. Log in to a console

Question 21

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

Answer 21

A. When the standard shortcut is hard to type

Question 22

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

Answer 22

C. Email, phone, social media, and communities

Question 23

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

Answer 23

D. All of the above

Question 24

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

Answer 24

B. Milestones

Question 25

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.

Answer 25

C. An entitlement process can contain several milestones.

Question 26

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

Answer 26

D. All of the above

Question 27

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

Answer 27

C. In Setup

Question 28

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.

Answer 28

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

Question 29

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.

Answer 29

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

Question 30

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.

Answer 30

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

Question 31

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.

Answer 31

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

Question 32

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

Answer 32

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

Question 33

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

Answer 33

D. Irreversible macro

Question 34

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

Answer 34

D. Regular macro

Question 35

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

Answer 35

D. All of the above

Question 36

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

Answer 36

E. All of the above

Question 37

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

Answer 37

B. In the footer

Question 38

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

Answer 38

D. Both admins and support agents

Question 39

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”

Answer 39

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

Question 40

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.

Answer 40

A. A single repository for storing helpful organizational information.

Question 41

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.

Answer 41

D. Capturing and consolidating important information in one place.

Question 42

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

Answer 42

B. Other Salesforce products like the Console.

Question 43

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.

Answer 43

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

Question 44

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.

Answer 44

D. All of the above.

Question 45

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.

Answer 45

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

Question 46

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

Answer 46

D. All of the above

Question 47

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

Answer 47

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

Question 48

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

Answer 48

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

Question 49

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

Answer 49

C. Knowledge Settings

Question 50

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.

Answer 50

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

Question 51

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.

Answer 51

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

Question 52

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

Answer 52

D. All of the above

Question 53

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.

Answer 53

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

Question 54

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.

Answer 54

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

Question 55

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

Answer 55

A. Report Types

Question 56

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

Answer 56

B. Search Terms

Question 57

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.

Answer 57

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.

Question 58

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

Answer 58

C. Components for page layouts and components for footers

Question 59

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

Answer 59

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

Question 60

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.

Answer 60

B. Move sections of a record to a sidebar.

Question 61

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.

Answer 61

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

Question 62

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.

Answer 62

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

Question 63

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

Answer 63

C. Uploading or adding files to console pages or footers

Question 64

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.

Answer 64

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

Question 65

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

Answer 65

C. A group joined by shared interests

Question 66

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?!?!

Answer 66

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

Question 67

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

Answer 67

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

Question 68

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

Answer 68

D. All of the above

Question 69

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

Answer 69

D. All of the above

Question 70

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

Answer 70

C. Synonyms

Question 71

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

Answer 71

B. Integrated data

Question 72

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

Answer 72

D. All of the above

Question 73

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

Answer 73

D. All of the above

Question 74

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

Answer 74

C. Depends on the community’s goals

Question 75

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

Answer 75

D. All of the above

Question 76

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

Answer 76

A. An easy-to-use customer service application

Question 77

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

Answer 77

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

Question 78

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.

Answer 78

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

Question 79

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

Answer 79

D. Service metrics and setup flows

Question 80

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.

Answer 80

C. Click the gear icon, then Service Setup.

Question 81

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.

Answer 81

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