Service and Support Applications 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 representatives at Ursa Major Solar want the same technical engineer group to be associated with each new case.
What should a system administrator 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 administrator 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.
Ursa Major Solar wants internal support requests to be directed to any of the IT representatives. They want external support requests to be directed to customer support representatives based on the contact’s location.
What should the system administrator 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 (formerly Salesforce Communities)
- Provide a way for employees, customers, 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
