Service and Support Applications Flashcards
What is the Service Cloud?
A) An easy to use customer service application *
B) A customer service application for Lightning
C) A console available on the Salesforce platform
D) A feed to track customers in Lightning
What are key benefits of the Lightning Service Console?
A) Preconfigured service lists, feeds, and articles
B) Out of the box support and customer history
C) Preconfigured pages and productivity tools for service *
D) Click paths for better service and productivity
To update a customer case with a comment:
A) Select a case from the Case tab and share a post *
B) Create a case and contact, then click save
C) Click the Comment on Case icon
D) Select a case from the Cases tab, then click Update
What are two key benefits of Lightning Service Setup?
A) Prompts and social media flows
B) Recommendations and flows
C) Email metrics and home tab
D) Service metrics and setup flows *
To get to Lightning Service Setup:
A) Click the Setup icon.
B) Click App Manager in Setup.
C) Click the gear icon, then Service Setup. *
D) Click Edit next to Lighting Service.
The second stage in the setup process for Service Cloud is to:
A) Add all case management features.
B) Add channels so that your team can respond to customers. *
C) Set up queues, escalation rules, and auto-response rules.
D) Set up a knowledge base or artificial intelligence features.
On-Demand Email-to-Case:
A) Accepts all attachments regardless of size
B) Converts emails to leads, cases, and opportunities
C) Sends email traffic outside of your network’s firewall *
D) None of the above
Web-to-case:
A) Generates HTML to send to your web developer
B) Lets customers submit cases to your team from a website form
C) Supports case fields you choose
D) Can generate up to 5000 cases daily
E) All of the above *
Self-Service Help Centers:
A) Improve response times with live chat
B) Help agents log call details
C) Support in-app assistance on mobile devices
D) Are self-service web experience for your customers *
