Service and Support Flashcards
What configuration action should be performed to ensure every case gets assigned to a valid owner?
Define the Default Case Owner in Support Settings.
Support reps want the same technical engineer to be associated with each new case. What should an admin define to implement this requirement?
A case assignment rule to associate the case team.
What is a potential benefit of using Suggested Solutions?
Reduced support costs
What Salesforce feature should a company implement to provide a method for its resellers to track their leads and opportunities?
Partner Site using Experience Cloud
A system admin enables Case Feed Actions and Feed Items in Support Settings. With the appropriate profile permissions enabled, what change will users see?
Cases use feed layouts rather than standard page layouts.
A company wants internal support requests to be directed to any of the IT reps. They want external support requests to be directed to customer support representatives based on the contact’s location. What should the admin use to set this up?
Assignment Rules and Queues
Web-to-case
Gather customer support requests directly from your company’s website and automatically generate new cases.
Sites using Experience Cloud
- Provide a way for employees, customer, and partners to connect in one place.
- Companies can collaborate and communicate outside of the company with people who are key to the business.
Assignment Rules
Define conditions that determine how leads or cases are processed
Auto-response Rules
Send automatic email responses to lead or case submissions based on the record’s attributes
Salesforce Knowledge
- Create and manage a knowledge base with your company information
- Securely share it when and where it’s needed
Case Escalation Rules
Escalate cases automatically when the case meets the criteria defined in the rule entry
