Salesforce Service and Support

Question 1

What is a case process?

Answer 1

A case process is a support process that defines the stages different cases may go through in their life cycle.

Question 2

When would you use Case Comments versus the Case Feed?

Answer 2

When you want to track comments made by customers, not just internal comments

Question 3

What can you set in Case Settings?

Answer 3

Default case owner, notifications and when they are sent, and templates used for notifications

Question 4

What are some case key fields?

Answer 4

Case Key Fields include Status to define where in the life cycle the case is, Case Type, Case Reason, Case Priority, and Case Origin

Question 5

What are the ways cases can be captured on Salesforce?

Answer 5

Cases can be manually created by users onto a Case record page, or be automatically captured when admins set up Web-to-Case, Email-to-Case or On-Demand Email-to-Case. Customers may create cases from a Community, Customer Portal, Self-Service Portal, or Chatter Answers.

Question 6

What are the Case automation tools available?

Answer 6

Case Queues, Auto Response Rules, Escalation Rules, Assignment Rules, Macros

Question 7

What is the purpose of case teams?

Answer 7

Case teams are set up so users can take on predefined roles and work together to close a case.

Question 8

Which app can be created to allow support agents to manage multiple case records on a single screen in Salesforce?

Answer 8

Service Console app

Question 9

Which Salesforce features can be used in an email to a customer by a support agent in order to improve efficiency?

Answer 9

Email Template, Quick Text, and Merge Fields