Serivce and Support Applications (13%) Flashcards
Which feature is not available to community users in the Community Service Community template? Choose 1
A.) Dashboards
B.) Reports
C.) Field Service Data
D.) Template Customization
D.) Template Customization
The community template cannot be customized by community users
In order to improve efficiency and automate actions on cases, an admin is considering the use of bulk macros. Which of the following statements are true regarding the use of bulk macros? Choose 2
A.) Bulk macros can be run on multiple records of any standard or custom object
B.) Bulk macros can be run on records in multiple list views at the same time
C.) Bulk macros can send emails to contacts on selected records
D.) Bulk macros can update field values on multiple records
C.) Bulk macros can send emails to contacts on selected records
D.) Bulk macros can update field values on multiple records
Bulk macros can be run on records of Account, Case, Contact and Lead. However, a bulk macro can only be run on records in one object list view at a time. Bulk macros can send emails or update field values for multiple records.
What determines the type of contact a knowledge article displays in Lightning? Choose 1
A.) Article data category
B.) Composition style
C.) Article versions
D.) Record types
D.) Record types
In Lightning, a record type controls how an article displays and what type of information and fields are included. Article versions are used to save an older version of a published article and allow users to see what article version is associated with a case. Article data category helps classify and find articles and controls access to a specific set of articles. There is no composition style feature or setting in SFDC.
Ethan Hunt is an admin. During a meeting with the support team, he received a request to delete a number of cases. What would he have communicated regarding the impact of deleting cases? Choose 1
A.) All related events, tasks, case comments, and attachments are deleted
B.) All related events, tasks, case comments, attachments, and associated solutions are deleted
C.) All related events, tasks, case comments, attachments, associated solutions, contacts, and accounts are deleted
D.) Cases can never be deleted
A.) All related events, tasks, case comments, and attachments are deleted
When a case is deleted, all related events and tasks, case comments, and attachments are also deleted. Associated contacts, accounts, and solutions are not deleted
How can support agents who use the Case Feed complete repetitive tasks quickly and consistently? Choose 1
A.) Set up workflow rules for cases
B.) Set up automatic email responses for cases in the Case Feed
C.) Use macros in the Case Feed
D.) Set up auto-response rules for cases in the Case Feed
C.) Use macros in the Case Feed
Macros are supported on all objects with feed-based page layouts. Enabling Macros can allow support agents to automatically complete repetitive tasks in a single click. These repetitive tasks can be before a workflow rule is even triggered and are not limited to sending email responses to customers.
SystemSilo Inc wants to make sure that cases which require installation are assigned to level 3 support reps. Additionally, they also requested that a notification be sent to the manger every time a platinum priority case is resolved 3 hours after being opened. What can an admin do to fulfill these requirements? Choose 2
A.) Set up a workflow rule that changes the ownership of unresolved platinum priority cases to manager if the case is unresolved 3 hours after being created
B.) Set up a case assignment rule that includes automatically assigning installation cases to a level 3 support rep
C.) Include an action to an escalation rule that changes the case priority field to platinum if an installation case is unresolved 3 hours after being created
D.) Add an action to an escalation rule that send a notification to the manager about unresolved platinum priority cases 3 hours after case creation
B.) Set up a case assignment rule that includes automatically assigning installation cases to a level 3 support rep
D.) Add an action to an escalation rule that send a notification to the manager about unresolved platinum priority cases 3 hours after case creation
Case assignment rules are used to define how specific cases are assigned to particular queues or users. Escalation rules are used to reassign cases or notify users when cases that meet specific criteria remain unresolved. Updating a field is not possible using an escalation rule.
What situation can trigger an auto-response rule? Choose 3
A.) Web-to-Case submission B.) SMS Case submission C.) Case Escalation D.) Customer Portal Case submission E.) Email-to-Case
A.) Web-to-Case submission
D.) Customer Portal Case submission
E.) Email-to-Case
Auto-response rules can be used to send emails to customers when a case is submitted using “Web-to-Case”, “Email-to-Case”, “Email-to-Case” or from a “Customer Portal”. Case escalation actions do not include an auto-response to a customer. SMS case submission does not exist
Tim works for a Support Center that is looking to streamline their case management. Currently, all cases are routed to a single user who then manually assigns them to support reps. The support center handles all cases based on the Geography field selected on the case. Which of the following combination of configuration options could Tim suggest to help automate their Case Management? Choose 2
A.) Setting up queues based on Geography
B.) Creating a Case Assignment rule
C.) Setting up an email notification to an admin when a case is created
D.) Creating an approval process to standardize case resolution
A.) Setting up queues based on Geography
B.) Creating a Case Assignment rule
The requirement here is to automate the assignment of the records instead of leaving it to the one user. Email notifications, while useful, would not help automate the case management process in this case, as the user would still have to route cases. An approval process may help automate the process, but not in tandem with any of the other options provided. The Case Assignment rule is a built-in automation within SFDC to automate the assignment of case records to users and queues
Which of these are features of Case Management? Choose 3
A.) Email-to-Case B.) Phone-to-Case C.) Web-to-Case D.) Macros E.) Case Teams
A.) Email-to-Case
C.) Web-to-Case
E.) Case Teams
Email to case and Web to case can be used to create cases from emails sent to a specific email address or from a web form respectively. Case teams are groups of users that can collaborate on a case
How can an admin allow users to see more information with less scrolling in a feed-based page layout when working with records in the SFDC console? Choose 1
A.) Enable record related list sorting in the console
B.) Enable compact feed view in the console
C.) Users must scroll to view records in the console
D.) Enable and create related list search filters
B.) Enable compact feed view in the console
If the compact feed is enabled, much more information about cases can be seen without scrolling
What is true regarding auto-response rules? Choose 2
A.) Auto-response rules apply to cases and leads
B.) Different email templates can be used for different criteria
C.) Auto-response rules can create a task
D.) Multiple case auto-response rules can be active at the same time
A.) Auto-response rules apply to cases and leads
B.) Different email templates can be used for different criteria
Auto-response rules apply only to cases and leads. Ony one rule can be active at a time for cases and leads, but each rule can have multiple rule entries. Different email templates can be assigned to different rule entries. Auto-response rules only send emails, they do not create tasks.
Universal Containers relies on channels partners to resell and distribute its hardware product. The company provides these partners with Market Development Funds (MDFs) via its partner community so that they can help market and build awareness for the product. Universal Containers also has a Channel Account Managers (CAMs) that help manage relationships with the partners and administer the MDF budgets. What is an SFDC feature that can be used to reduce the burden on CAMs in regards to how MDF budgets are managed? Choose 1
A.) Partner Marketing Budget Templates
B.) Approval Workflows for Partner Marketing Budgets
C.) Partner Marketing Budget Hierarchies
D.) Permission Sets for Partner Marketing Funds
C.) Partner Marketing Budget Hierarchies
Partner Marketing Budget Templates is not an SFDC feature. Approval workflows are used to submit Partner Marketing Budgets for approval, but they don’t necessarily reduce the workload burden on CAMs. Permission sets are used to grant CAMs with the ability to create and edit Partner Marketing Funds. SFDC supports budget hierarchies, which streamline how MDF budgets are managed because CAMs are no longer responsible to administer budgets for channel partners. By setting up hierarchies, channel partners can manage their own MDF budgets.
A customer is requesting that case email notifications sent to them when case creation fails, do not contain sensitive data related to the case entered. How can an admin make sure that their sensitive information is kept private? Choose 1
A.) Require password protection on Web-to-Case notifications
B.) Enable the “Hide Record Information” setting
C.) Enable the email signature auto-response setting
D.) Require an approval process for all Web-to-Case notifications
B.) Enable the “Hide Record Information” setting
Enabling the “Hide Record Information” setting on “Web-to-Case” auto response email notifications is the only requirement in order to hide data entered by customers when case creation fails.
An admin has decided to introduce SFDC Communities to their organization. Which of the following statements are true about Communities? Choose 3
A.) Visualforce or SFDC sites must be used by an admin to enable communities
B.) Community members can access the community from mobile devices
C.) Communities can be customized with tabs, branding, and email settings
D.) Community members can participate in discussions
E.) Community login pages can be set to the default language of the user’s computer or browser language
B.) Community members can access the community from mobile devices
C.) Communities can be customized with tabs, branding, and email settings
D.) Community members can participate in discussions
In a customer service community, customers can find solutions to issues on their own by using their access to the knowledge base, support agents, and peer-to-peer support. they can also ask questions and receive answers. Communities can be accessed using a mobile browser and can be customized to set the branding, display tabs, and configure email settings. Visualforce and SFDC sites are not required for a community. The community login page will be in the default language of the community.
What is true regarding SFDC Knowledge and Work Orders? Choose 2
A.) Once attached an article cannot be detached from a Work Order
B.) Knowledge articles attached to a Work Order can be viewed and updated in the Salesforce mobile app
C.) The Knowledge One widget suggests articles that can be attached to the Work Orders based on key fields
D.) SFDC Knowledge articles can be attached to a Work Order or Work Order Line Item
C.) The Knowledge One widget suggests articles that can be attached to the Work Orders based on key fields
D.) SFDC Knowledge articles can be attached to a Work Order or Work Order Line Item
Knowledge articles can be attached and detached from a “Work Order” or “Work Order Line Item”. They can be viewed but not updated in the Salesforce mobile app. The Knowledge One widget suggests articles that can be attached to Work Orders based on key fields. The key fields that the suggestions are based on can be selected in the “Field Service Settings” in Setup
