Salesforce Week 4 - Monday Flashcards
___ ___ _____ was designed to provide the basic customer service tools that every small business needs
Service Cloud Essentials
________ _______a single screen that gives your team a 360-degree view of each customer and where that customer is in your support process.
The Service Console
______ ______ let your team set up common responses so they don’t have to reinvent the service wheel every time a customer has a problem
macro builders
_______ ______ ______ makes it easy for them to collaborate by @ mentioning each other, tracking the history of support interactions, and accessing notes for every case
Service Cloud Essentials
__________ _____________ ____________, you can connect our web chat feature with your email, Facebook, Twitter, Instagram and Youtube accounts all on a single screen (the service console) to help you drive free publicity, understand your customers better, and manage everything in one view.
Service Cloud Essentials
A _______is a list of data organized in a way that tells you what you need to know
report
A __________ brings beautiful visualization to the data from your reports. A typical dashboard is made up of multiple components, like a bar chart, line graph, or a gauge (yes, like the one in your car). Each dashboard component has an underlying report, and a single report can be used in multiple dashboard components.
dashboard
Features in Service Cloud Essentials include:
A-Case Feed, console, communities, and dashboards
B-Cases, console, macros, live agent, and Chatter
C-Cases, processes, Apex, and reports
D- Cases, Case Feed, console, macros, Lightning App Builder, and reports
D- Cases, Case Feed, console, macros, Lightning App Builder, and reports
What is the function of the case feed?
A- It automatically prioritizes cases so employees can delegate tasks.
B- It provides the most relevant details of a particular service case, in a news-feed-like view.
C- It provides next steps for resolving a case.
D- It surfaces cases that aren’t being solved in a timely manner.
B- It provides the most relevant details of a particular service case, in a news-feed-like view.
The ___ ______ is where all the features of Service Cloud Essentials come together
service console
______ _____ ensures that your team is aware of what actions have been taken on each service case, so work isn’t being repeated—or more importantly, cases aren’t being ignored. It also helps your team prioritize tasks so their energies are being directed toward the customers who most urgently need help.
Case feed
The _______ _____customizable bar runs along the bottom of the console and provides a shortcut to all the tools your team needs to provide a smarter, quicker resolution for every customer issue.
Utility Bar
Out-of-the-box console features for Service Cloud Essentials include:
A
Live agent, utility bar, and cases
B
Custom buttons and entitlements
C
Case details, custom buttons, and Lightning pages
D
Case details, utility bar, and Case Feed
D
Case details, utility bar, and Case Feed
Service Cloud Essentials has guided tutorials to help you set up:
A - Connect support channels, case views, macros and multichannel support
B - Custom Visualforce pages and Chatter
C - Chatter, communities, and live agent
D - None of the above
A - Connect support channels, case views, macros and multichannel support
_______ ________ is an easy-to-use customer service application that can help you provide and track excellent service.
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It keeps your customers happy and your support team sane, whether your customers contact you by email, phone, social media, or other channels from desktops, mobile devices, or apps.
Service Cloud
