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SFDC Service Cloud Consultant > Part 1 > Flashcards

Part 1 Flashcards

1
Q

What are the key KCS goals?

A

Create content as a by product of solving the problem
Evolve content based on demand and usage
Develop a KB of collective experience to date
Reward learning collaboration & sharing & improving

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2
Q

What are the key KCS Principles?

A 
Capture in the Workflow
Structure for reuse
Complete thoughts not sentences
Search is creating
Improve Just in Time article quality
Double Loop Process (Solve & Evolve)
KB includes knowledge that is at different states of trust & visibility
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3
Q

What is ITIL

A

Incident management
Create content as a by product of solving problems Just in Time not Just in Case
knowledge should be available and searchable “in the customers own words”
Public framework for governance of IT “Service Wrap”
Focuses on continual measurement and improvement of IT service

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4
Q

ITIL 5 Volumes

A 
Service
Design
Strategy
Transition
Operation
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5
Q

What are the 3 key KPI areas for customer service?

A

Agent Productivity
Customer Service
Customer Metrics

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6
Q

What are key Customer Service Metrics?

A

Calls Per Hr
One-Call Resolution
Average Handle Time (time to take the call + work done after the call)
Average Wait Time
Abandonment Rate
Completion Rate (Successfulty finished calls / # of attempted calls)

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7
Q

What are key facts about Call Deflection?

A

70-80% is world class
30-50% is average
Web self service is 10-20x less costly than phone
May see rise in support demand as self service is available

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8
Q

What is Business Continuity?

A

Making sure core front office functinons of the business can remain functional during a disaster (taking orders, writing support tickets, etc)
Maintain customer & partner confidence that you can still do business during disaster

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9
Q

What does CMK stand for?

A

Consistent interface
Minimal Page Breaks
Keep it Simple

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10
Q

What is Web Self Help?

A

Collection of QA pairs that returns answers based o statistical models & keyword search

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11
Q

What is the difference between Reactive & Proactive Chat/Customer service?

A

Reactive is customer initiated, proactive is agent initiated (automatically popping up window during browsing)

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12
Q

What is Unified Messaging?

A

Email, chat, phone fax all in one application

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13
Q

Do all Entitlements have a process?

A

No

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14
Q

What are the 3 Entitlement models

A

Entitlements (support bundled with product purchase)
Entitlements + Service Contracts (support sold separate)
Entitlements + Service Contracts + Line Items (more granular contract that specifies individual products supported)

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15
Q

What a business benefits of Entitlements?

A

Verify if customers are eligible for support

Enforce SLA’s via automated processes

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16
Q

What is an Entitlement Process?

A

Timeline made up of milestones that have actions

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17
Q

What examples of Milestone tasks?

A

First Response
Workaround
Resolution

(Have required time limits on each)

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18
Q

What type of Milestone Actions?

A

Success
Warning
Violation

(these are time dependent)

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19
Q

High level steps to create Entitlement Process?

A

Create Milestones (tasks, actions, entry/exit criteria)
Create Entitlement Process
Add Milestones

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20
Q

How are milestone actions diff than Standard Worflow actions?

A

TEFO + Previously defined actions

Workflow is only TEFO

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21
Q

What is an Entitlement Template?

A

Predefined terms(support contract) for customer support that you can add to a product

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22
Q

What type of environment is the Case Feed most beneficial for?

A

High Volume, Multi-Channel

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23
Q

What are features of the Case Feed?

A 
Create, review & Update Cases
Key Events in Chronological order
Feature of Chatter that needs to be enabled
Attach articles
See all emails associated with Case
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24
Q

What is a Customer Support Process?

A

Picklist values in Status field on Case

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25
Q

What are the best case types for Email to Case?

A

Low Priority, Low Complexity

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26
Q

What are Case Hierarchies & how do they work?

A

Let you link Cases together via Parent Lookup field, this helps case tracking and reporting

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27
Q

How do you notify Case Contacts when comments are added?

A

Support Settings > Enable Case Comment Notification Assign an Email Template

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28
Q

What is an important consideration before implementing Person Accounts?

A

They will double the number of records/data volume

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29
Q

Who may take ownership of a case?

A

Queue members, those above in hierarchy unless OWD is read/write/transfer

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30
Q

What are key differences between B2B & B2C customers in Customer Service?

A

B2B has multiple touches with traditional channels

B2C single touch multiple channels

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31
Q

Who can cases be escalated to?

A

Queues or individuals

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32
Q

What are key features of Case Teams

A

Work like Sales teams
Set predefined Case Teams
Case teams can be notified
Workflow & assignment rules available

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33
Q

How many Assignment Rules active at each time?

A

One

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34
Q

How can an Agent transfer ownership & notify?

A

From button on Case detail page & select box for “send email notification”

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35
Q

What are Key Areas of the Service Console?

A 
Navigation Tab (other tabs)
Primary Tab (Accounts for Example)
Highlights Panel
Related Subtabs (Cases, Contacts, etc)
Knowledge Sidebar
Interaction Log
Footer (can store Softphone)
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36
Q

What is a prereq for Service Console?

A

Service Cloud user license

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37
Q

Key differences with Solutions vs Knowledge

A

Solutions are low effort low funcationality
Solutions will not evolve
No Multi-dimensional searching in Solutions (Types, categories)
No Synonyms
No additional license required

38
Q

Key things to remember with Web to Case?

A

Validation rules on web form need to match object
Case fields can be mapped from web form
500 email limit
Needs queues Assignment rules, Email templates, auto-response
Enable Web to Case

39
Q

What is the advantage of having multi-select picklist in Web to Case?

A

Lets customers report on multiple products at once

40
Q

What happens to web to case Cases that exceed daily limit?

A

Go to default owner/queue

41
Q

Key features of Email to Case

A

Needs agent installed to run
Satisfies requirement to keep email in firewall
Can have attachments over 10mb
Uses senders email to auto-associate to contact record if no match not association

42
Q

Features of On-Demand email to Case

A

Under 10mb attachments
No agent install
Uses Apex email services

43
Q

What is an Escalation Rule?

A

Reassigns case to individual or queue if case hits a time limit
Can specify diff rules for each record type
defines order and action of criteria

44
Q

Escalation Rules vs Workflow

A 
linked to Business hours
Triggered in Order
higher Limits
Cant:
Specify a role
No field updates
Customer cant be notified
45
Q

How do you assign & configure the Softphone?

A 
Assigned to profiles
different layouts for inbound outbound calling
Shows call info and related SFDC records
Add phone numbers to directories
3rd party softphones also available
46
Q

What is the primary purpose of Knowledge Articles?

A

Provide a consistant format template for articles(FAQ, Product, Troubleshooting, etc)

Can be tab, table of content or Fully custom with visualforce

typically short HTML/text document with optional small attachment

47
Q

What is the primary purpose of Knowledge Categories?

A

Provide an easy way to narrow down searching through article types

Define visibility through Role hierarchy or Profiles

Articles can be assigned multiple categories

Categories can set up in Category Groups

Categories hidden until activated

48
Q

What are the steps to configure knowledge?

A

Set Knowledge User permission in user record
Create Article Types (need at least one to enable knowledge)
Enable Salesforce Knowledge (adds Articles tab)
Create custom profiles
Configure knowledge settings
Add Articles & Article Mgmt tab to Console & apps
Create Data Categories
Set Visibility of Categories through hierarchy or profile

49
Q

How do you let a user know an Article has been updated?

A

Flag as new checkbox

50
Q

What are Article Actions?

A

publishing permissions you assign to public groups

Publish
Archive
Delete
Edit
Submit/Publish/Edit Translation

Users with “Manage Articles” permssion get all

51
Q

When should you implement knowledge?

A

Immediately after Case Management

52
Q

How can you automatically populate details from case to Article on close?

A

Apex

53
Q

What is the Call Log?

A

Activity record that automaticalyl generates when you use the Softphone

54
Q

What is used in search for suggested articles?

A

Case Subject

55
Q

Should you create an article type if keyword search can find it?

A

No

56
Q

What are the three Knowledge channels?

A

Public, Employee, Partner

57
Q

What happens when someone tries to view an article assigned to you?

A

receive an error

58
Q

How do you modify Article Layout

A

Layout Editor is separate from Page Layouts but very similar, stripped down

59
Q

Open CTI Features

A

Cloud based, no need for exe install on each
desktop like traditional CTI
Written in Javascript
Use preferred 3rd party softphones

60
Q

Traditional CTI

A

Needs exe & windows machines
C++ codebase
Communicates with Salesforce via web services API
Maintains XML representation of softphone via XML

61
Q

What is custom CTI integration?

A 
IVR Integration
ACD Integration
Predictive Dialing
ACD/PBX metrics
Call recording
62
Q

What are the basic steps to configure CTI

A

Install on each users machine
Define call center for each telephony system
Assigne each user to only ONE call center
Update call center directory
Configure softphone layouts & assign to profiles

63
Q

What Are ACD, IVR, PBX, ANI, CTI

A 
Automatic Call Distribution
Interactive Voice Response
Private Branch Exchange
Automatice Number Identification
Computer telephony Integration
64
Q

Should Integration Prototypes be reused in Implementation?

A

No, they are considered throw away work

65
Q

What is WFM

A

Workforce Management Management - predict call volumes and schedule agents

66
Q

What is the proper order to import records

A

UACC

Users, Accounts, Contacts, Cases

67
Q

What are considerations for Implementing Live Agent?

A

of deployments, deployments control look & feel
Each chat button associate with a skill,
Assign skills to profiles before creating buttons
Decide if you want pre-chat forms to collect information
or post chat page for a survey
Need a feature license

68
Q

What is a Live Agent Deployment?

A

Deployment is a place on your company’s website thats enabled for Live Agent
Deployment is a few lines of Java Script you add to a web page

69
Q

What are Live Agent Skills?

A

Setup configuration used to route chat request to the proper agents
Customize > Live Agent > Skills

70
Q

How do you let agents search for Articles from the Live Agent console?

A

Knowledge Chatlet(Live Agent) & Knowledge One Widget(Console)

71
Q

What is Social Customer Service?

A

Ability to respond to your customers via social networks & capture case information

72
Q

What are pre-reqs for Social Customer Service?

A

Radian6 Managed Accounts
Social Hub License
Contact SFDC to Enable Social Objects & Social Publisher permissions

73
Q

What does Moderation do in Social Customer Service?

A

Gives you tools to manage incoming posts and decide which one should be cases instead of automatically creating cases for all

74
Q

How can and Agent respond to cases through Social Publisher?

A

Publicly or through a direct message

SF1 enabled as well

75
Q

How does the Case Feed work with Social Customer Service?

A

Agents can respond to tweets and Facebook posts for managed pages

76
Q

What is a Social Post & Social Tab?

A

Social Post is a SFDC object that represents a post on a social network like FB or Twitter
Social Post Tab is a collection of posts of person or company on a social network

77
Q

What is a Social Persona?

A

Salesforce Object that represents a contacts profile on FB or twitter

78
Q

How do you configured Cases to automatically notifcy contacts when new comment is added?

A

Enable “Send Email Notification”
Customize > Cases > Support Settings

Workflow rules can also be set to update fields like Case Status

79
Q

Why is it important to set a default Case Owner?

A

Ensures your cases are assigned if no assignment rules apply

80
Q

How are assignment rules processed?

A

In order until one applies then it assigns the case

81
Q

What do you do with Articles that are no longer relevant?

A

Archive not delete

82
Q

What can Article Managers do?

A

See Article Management tab
CRED Articles
Need Managed Articles permission

83
Q

What to remember once Category Visibility has been set?

A

Unassigned users can only see Uncategoried Articles and Answers

84
Q

What are the 6 steps to setup Entitlements?

A

Enable Entitlements & Choose Model
Display Entitlements Related List
Add Entitlements fields to Case Page Layout
Customize Entitlements fields & Layouts
Add Entitlements Management Tab to Call Center App
Customize Service Contract Field & Page Layouts
Display Service Contract Line Items Related List on Contracts

85
Q

Where is the best place to create a case from when using Entitlements?

A

From the “Create Case” link in Entitlements Related List, this automatically populates Related Account Contact or Asset

86
Q

What are Milestones?

A

Milestones are steps agents complete in your support process and are part of an Entitlement Process.
Examples include First Response, Suggest Workaround & Resolution
overall process has Entry & Exit Criteria
Milestones have milestone actions with criteria

87
Q

How are Milestones enforced?

A

Via Milestone Actions
Success Warning or Violation Workflow Actions
One Milestone may be used on several processes with different Milestone Actions

88
Q

How can you easily see Milestones on Case Feed?

A

With the Milestone Tracker component to see countdown time to active milestones target or how long it has beenin violation
Notifications can also be sent to case feed by enabling Milestone Feed Items

89
Q

What are Ideas?

A

community where users post vote and comment on ideas, consider it an online suggestion box, includes discussion & popularity rankings

90
Q

How can you import Articles?

A

Article Importer tool:
Create csv for each article (one Article type per import)
Specify paramters
Create zip file of CSV, HTML, properties, images and import
Monitor in Setup with Article Importer

91
Q

What are features of SFDC for Twitter & FB?

A

Auto or manual scan comments in FB
Auto or manual create contacts, cases, person accounts
Reply to fan posts with prewritten messages, articles or websites
Create Twitter conversation record for search
Only Contributor can tweet as main account

92
Q

What are some advantages of Open CTI?

A

No need to troubleshoot each individual machine
Customize softphone (colors, positions, 3rd party)
Multi-Channel API (phone,chat,email via same interface)
Single codebase in Javascript to debug independently (realtime responsiveness)
Deep console integration

SFDC Service Cloud Consultant (3 decks)

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