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SFDC Service Cloud Consultant > Part 3 > Flashcards

Part 3 Flashcards

1
Q

Which factors influence KPIs, and business challenges for call centers?
Hint: C-C-R

A

a) Customer Satisfaction
b) Cost of Service
c) Revenue

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2
Q

For which KPI area is FCR (First Call Resolution) a driver?

A

Customer Satisfaction

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3
Q

For which KPI area is AHT (Average Handle Time) a driver?

A

Cost of Service

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4
Q

For which KPI area is Retention a driver?

A

Revenue

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5
Q

What are common call deflection techniques?

A

a) Email
b) Web
c) Chat
d) Social Media Channels

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6
Q

What can you see at trust.salesforce.com?

Hint: SD-OT-SI

A

a) Scheduled downtimes
b) Online threats
c) Status of the Instance

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7
Q

With which call center type is “Companies often try to reduce cost in this area” associated?

A

Help Desk

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8
Q

With which call center type is “High Turnover Environment” associated?

A

Customer Service

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9
Q

With which call center type is “Free or Fee Based support based on the Entitlement” associated?

A

Technical Support

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10
Q

With which call center type is “Need Automatic Routing Systems” associated?

A

Field Service

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11
Q

With which call center type is “High Volumes” associated?

A

TeleSales

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12
Q

What is the recommended order to implement?

Hint: S-A-C-A-C-SCC

A

Security, Accounts, Contacts, Activities, Cases, Service Cloud Console

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13
Q

What should you ask for as Discovery Preparation?

Hint: O-P-R-R-S

A

a) Org Charts
b) Process maps, training docs
c) Report samples
d) requirements doc (old or new)
e) source system field lists

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14
Q

What are the six main steps in a consulting engagement?

Hint: P-A-D-B-V-D

A

Plan, Analyze, Design, Build, Validate, Deploy

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15
Q

Guidelines for Case Management

Hint: 50-5-20

A

a) 50 fields
b) 5 record types and page layouts
c) 20 assignment rules

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16
Q

Impact of using person accounts

A

a) Contacts inherit visibility of accounts
b) Two records for each customer
c) Cannot be turned off once enabled
d) Test in the sandbox

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17
Q

What are the three Entitlement Management models?

A

a) Entitlements only
b) Entitlements + Service Contract
c) Entitlements + Service Contract + Line Items

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18
Q

On Demand email to case

A

a) Email parsing requires customization
b) Email attachment size < 10MB
c) Limits on email-to-case volume
d) Case comment email notifications are not customization

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19
Q

Email-to-case

A

a) Behind firewall
b) Attachments > 10 MB
c) Can have multiple emails (and should, when using email-to-case and on-demand email-to-case together).
d) Requires download and install of Email-to-case agent

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20
Q

4 CTI features

Hint: S-C-A-C

A

a) Screen Pop
b) Click to dial
c) Automatic call logging
d) Call Control

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21
Q

Benefits of Screen Pop

A

a) Provides Context
b) Displays Caller’s information in Salesforce
c) Improves Efficiency

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22
Q

Benefits of Click to dial

A

a) Outbound calling from a phone record
b) Clickable links
c) Call from a list view to quickly call large numbers of Clients

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23
Q

Benefits of Automatic Call Logging

A

a) Integrated call logging with notes

b) Automatic call times directly associated with various salesforce.com objects

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24
Q

Benefits of Call Control

A

a) End calls, hold, transfer, and conference from within Salesforce

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25
Q

High Level Inbound CTI Architecture

A

Customer Calls → Telephony System → CTI Adapter to SFDC → Agent Softphone

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26
Q

High Level Outbound CTI Architecture

A

SFDC Softphone → CTI Adapter → Telephone System

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27
Q

Implications for CTI Implementation

A

a) Find a compatible adapter on the Appexchange
b) Install the adapter based on your vendor specifications
c) Configure a call center in Salesforce CRM Call Center for your particular needs
d) Assign agents to the Call Center

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28
Q

Are Sites Authenticated or Unauthenicated?

A

Unauthenticated

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29
Q

To what can Cases be escalated?

A

a) User

b) Queue

30
Q

What is the Early Trigger?

A

A mechanism to overcome the ‘lateness’ of escalations that age just after the 15 minute escalation cycle.

31
Q

Is collaboration in Chatter Answers public or private?

A

It can be either

32
Q

Two use cases for Visualflow in Case Management?

A

a) Automate client verification

b) Minimize Manual Tasks

33
Q

Name Visualflow elements

A

a) Draft Tools
b) User Interface
c) Screen
d) Logic
e) Decision
f) Assignment
g) Record Create, Update, Lookup, Delete
k) Subflow
l) APEX Plugins

34
Q

Name Visualflow resources

A

a) Variable - Define an updatable value
b) Constant - Define a fixed value
c) Formula - Calculates a value
d) Text Template - Define formatted text that can be shared across your flow
e) Choice - Define an individual choice option that you can reuse throughout your flow
f) Dynamic Choice - Dynamically generates choices from a Salesforce Object

35
Q

How does Salesforce work with Facebook?

A

Automatic Creation of cases from Facebook and response is posted back to Facebook. All through the Conversations Tab

36
Q

As an agent, how would you send a facebook private message to someone?

A

Through Service Console

37
Q

How does Salesforce work with Twitter?

A

Cases are created through tweets to an @ address. Use send tweet back in Service Console to post back to the customer. All through the Conversations Tab

38
Q

What is the recommended order of data import?

A

a) Users
b) Accounts
c) Contacts
d) Cases

39
Q

How frequently can you export attachments?

A

Once per week

40
Q

What do elements represent in Flow?

A

Actions

41
Q

What do resources allow you to do?

A

Store or manipulate data, and use it throughout the flow.

42
Q

Whence do you add Flow elements?

A

The Palette Tab

43
Q

What is Step in Flow?

A

Serves as a placeholder that you can use to quickly sketch out a flow

44
Q

What is Screen in Flow?

A

Provides a user-facing screen that can be used to collect input or display output

45
Q

What are the two Logic elements in Flow?

A

a) Decision - Uses conditions to determine where to route users next in the flow
b) Assignment - Changes the value of a variable

46
Q

What does the Sub-flow element of Flow do?

A

References another flow and calls that flow at runtime. Subflows allow you to reduce the complexity of a flow by re-using other flows

47
Q

What is an Apex Plug-ins in Flow?

A

Represents a piece of Apex code that you can call from the flow. Apex code allows you to add complex business logic to the flow, such as converting a lead or sending an email

48
Q

When can you add a Resource in Flow?

A

From the Resources Tab or when adding a new element.

49
Q

Which Flow element would you use to set or change the value of a variable?

A

Assignment

50
Q

Which Flow element would you use to create a new record?

A

Record Create

51
Q

Which Flow element would you use to wrap up the call?

A

Screen

52
Q

Which Flow element would you use to determine if the customer is interested in a promotion?

A

Screen

53
Q

Which Flow element would you use to route the flow differently based on customer’s response to question?

A

Decision

54
Q

Who can run flows?

A

Users with the “Run Flows” permission

55
Q

What does the ? in a Flow url do?

A

It allows you to pass in a variable

56
Q

What is the “Concatenate Operator” in Flow urls?

A

&

57
Q

What does “&” in a Flow url do?

A

It allows you to concatenate multiple arguments together

58
Q

What does the return URL do?

A

It allows you to specify where to return the user when the flow is complete

59
Q

How to you indicate the return URL?

A

retURL=

60
Q

True or False: Role Hierarchy should normally mimic the org structure.

A

False

61
Q

True or False: Force.com allows you to bring your custom interface to any device

A

True

62
Q

What are Divisions used for?

A

Very Large Organizations (VLO) with a high volume of data, to enable segmentation of data.

63
Q

What results does Division-ing impact?

A

a) Searches
b) List Views
c) Reports

64
Q

Which entitlement model would you use for “Sells premium customer support separately from its products”?

A

Entitlements + Service Contract

65
Q

Which entitlement model would you use for “Provides basic web support on its products with no service contract”?

A

Entitlements only

66
Q

Which entitlement model would you use for “Manages individual customer entitlements through a service contract”?

A

Entitlements + Service Contract + Line Item

67
Q

What are the three steps involved in Entitlement Management?

Hint: D-S-A

A

a) Determine Entitlement model
b) Setup entitlements
c) Automate milestones and entitlement process

68
Q

Entitlements allows you to:

Hint: D-M-V-E

A

a) Define service levels for support
b) Manage entitlements, service contracts
c) Verify eligibility
d) Enforce service levels via automated process

69
Q

For which KPI area is ASA (Average Speed to Answer) a driver?

A

Customer Satisfaction

70
Q

For which KPI area is CPC (Cost per call) a driver?

A

Cost of Service

71
Q

For which KPI area is CPA (Calls per agent) a driver?

A

Cost of Service

72
Q

The SoftPhone is located in the sidebar and only appears if you are:

A

a) Assigned to a call center

b) Using a machine with CTI adapter installed

SFDC Service Cloud Consultant (3 decks)

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