Service and Support Applications Flashcards
Cosmic Pawn Services is considering the creation of a phone channel using Salesforce to provide another option to new and existing customers for reaching the support department when they have questions related to pawning personal items for a loan. Which of the following are features that Computer Telephony Integration (CTI) can offer when it is used to integrate an existing phone system with Salesforce? (3)
A.) Automated call logging generates call log activity records for external calls.
B.) Screen pop on incoming calls offers information about the caller.
C.) Convert voicemails into SMS using speech-to-text technology.
D.) Click to dial functionality allows calling customers from records.
E.) Route calls to agents’ mobile devices ensure 100% coverage.
A.) Automated call logging generates call log activity records for external calls.
B.) Screen pop on incoming calls offers information about the caller.
D.) Click to dial functionality allows calling customers from records.
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? (2)
A.) Bulk macros can update field values on multiple records.
B.) Bulk macros can be run on multiple records of any standard of custom object.
C.) Bulk macros can be run on records in multiple list views at the same time.
D.) Bulk macros can send emails to contacts on selected records.
A.) Bulk macros can update field values on multiple records.
D.) Bulk macros can send emails to contacts on selected records.
Cosmic Solutions often has multiple contacts involved in a case. How could these be shown in a case record? (1)
A.) Using Case Contact Relationships
B.) Using Case Contact Roles
C.) Adding multiple contact lookup fields to a case
D.) Multiple contacts cannot be assigned to a case
B.) Using Case Contact Roles
What is true regarding auto-response rules? (2)
A.) Different email templates can be used for different criteria
B.) Multiple case auto-response rules can be active at the same time
C.) Auto-response rules to apply to cases and leads
D.) Auto-response rules can create a task
A.) Different email templates can be used for different criteria
C.) Auto-response rules apply to cases and leads
A service manager requested that users be given the ability to make items from their case feed visible to customers. Aside from requesting for the feature from Salesforce, what permissions should the Admin. grant the users to make this possible? (2)
A.) Edit My Own Posts
B.) Modify All Data
C.) Edit Posts on Records I Own
D.) Can Approve Feed Post and Comment
A.) Edit My Own Posts
C.) Edit Posts on Records I Own
Which of the following are features of case management? (2)
A.) Accept Case button
B.) Case Email Creation rules
C.) Case Auto Rejection rules
D.) Case Spam Deletion rules
E.) Case Escalation rules
A.) Accept Case button
E.) Case Escalation rules
After implementing the Lightning Service Console, agents complain that they find it difficult to find case record updates of one type, such as all the email messages and text posts. What should the Consultant recommend? (2)
A.) Assign the record page as the Service Console app and profile default.
B.) Ensure the feed filter is enabled.
C.) Add the Chatter Feed component to the Case record page.
D.) Configure the feed filter to display in the right column.
A.) Assign the record page as the Service Console app and profile default.
C.) Add the Chatter Feed component to the Case record page.
What situations can trigger an auto-response rule? (3)
A.) Email-to-Case
B.) Case Escalation
C.) Customer Portal Case submission
D.) SMS Case submission
E.) Web-to-Case submission
A.) Email-to-Case
C.) Customer Portal Case submission
E.) Web-to-Case submission
Cosmic Solutions would like to understand the relationships between cases and be able to view these relationships. How would they create a relationship between the two cases? (1)
A.) Add one of the cases as a relationship of a related case using the Related Case field.
B.) Add each case to the Case Relationships related list.
C.) In a list view, select all cases that re related and click the Related button.
D.) Add one of the cases as a parent of a related case using the Parent Case field.
D.) Add one of the cases as a parent of a related case using the Parent Case field.
How can support agents who use the Case Feed to complete repetitive tasks quickly and consistently? (1)
A.) Set up automatic email responses for cases in the Case Feed.
B.) Use macros in the Case Feed
C.) Set up workflow rules for cases.
D.) Set up auto-response rules for cases in the Case Feed.
B.) Use macros in the Case Feed.
What is true regarding the addition of a report chart to the Service Console? (3)
A.) The report chart must be added to the page layout of the object from which to display the chart.
B.) The report must be added to the service console page layout.
C.) The source report must contain a chart.
D.) The source report of the chart must be a Summary of Matrix report.
A.) The report chart must be added to the page layout of the object from which to display the chart.
C.) The source report must contain a chart
D.) The source report of the chart must be a Summary or Matrix report.
The support manager of an organization informed the Admin. of the organization’s team expansion. She will have 15 different support teams supporting different product ranges. How can the Salesforce Administrator reduce the overhead of identifying and routing cases to different teams based on the product they support? (1)
A.) Use Case Assignment rules to automate case routing
B.) Use a Case Assignment rule and queues to automate case routing.
C.) Use Email-to-Case functionality to automate case routing.
D.) Use Workflow rules to automate the assignment of cases.
B.) Use a Case Assignment rule and queues to automate case routing.
Cosmic Electronics is revamping its website to improve customer support experience by adding a support page with a web form that can be used to submit cases. Which of the following are some of the configuration steps that can be considered for the use of Web-to-Case to create an effective web support channel? (3)
A.) Create custom case fields
B.) Configure macros
C.) Disable reCaptcha verification
D.) Create a case assignment rule
E.) Create queues
A.) Create custom case fields.
D.) Create a case assignment rule
E.) Create queues
Service agents working on cases often need to request more information from customers in order to properly resolve cases. In these instances, they need to update the case status to ‘On Hold’ and send an email to the customer. They find that they usually do this several times during the day and would like a way to do it more efficiently. Which is the quickest way to address this requirement? (1)
A.) Create a workflow with field update and email alert actions.
B.) Use Lightning Sync
C.) Create a new macro
D.) Use a prebuilt macro
D.) Use a prebuilt macro
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 manager every time a platinum priority case is unresolved 3 hours after being opened. What can an Admin. do to fulfill these requirements? (2)
A.) Set up a case assignment rule that includes automatically assigning installation cases to a level 3 support rep.
B.) Add an action to an escalation rule that sends a notification to the manager about unresolved platinum priority cases 3 hours after case creation.
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.) Set up a workflow rule that changes the ownership of unresolved platinum priority cases to managers if the case is unresolved 3 hours after being created.
A.) Set up a case assignment rule that includes automatically assigning installation cases to a level 3 support rep.
B.) Add an action to an escalation rule that sends a notification to the manager about unresolved platinum priority cases 3 hours after case creation.
Which of the following are true about configuring Web-to-Case? (3)
A.) Only Standard case object fields can be captured on the webform
B.) HTML code must be generated an can be added to multiple websites.
C.) A default response template may be selected.
D.) A maximum number of cases that can be created daily must be set.
E.) A default case owner must be selected.
B.) HTML code must be generated and can be added to multiple websites.
C.) A default response template may be selected.
E.) A default case owner must be selected.
Cosmic Computers wants to help its support agents reduce the time spent on entering case details once the chat ends. Which Service Cloud Einstein feature can help with this? (1)
A.) Einstein Case Classification
B.) Einstein Next Best Action
C.) Einstein Case Wrap-Up
D.) Einstein Reply Recommendations
C. Einstein Case Wrap-Up
Which of the following are true regarding automated case actions in Salesforce? (2)
A.) When a case is created through On Demand Email-to-Case, the default case owner is listed in the ‘Case History’ related list.
B.) When a case is created through Web-to-Case, the automated case user is listed in the ‘Case History’ related list.
C.) When a case is escalated, the default case owner is listed in the ‘Case History’ related list.
D.) When a case is automatically assigned using a case assignment rule, the automated case user is listed in the ‘Case History’ related list.
B.) When a case is created through Web-to-Case, the automated case user is listed in the ‘Case History’ related list.
D.) When a case is automatically assigned using a case assignment rule, the automated case user is listed in the ‘Case History’ related list.
Cosmic Solutions would like to automatically send a customer support survey to related contacts for cases that originate from the Web. What steps should an Admin. take to enable this? (2)
A.) Enable Surveys in the org and create a Survey to send to recipients.
B.) Create a batch Apex trigger that runs nightly, querying all cases to check if the criteria are met and triggering outbound messages when met.
C.) Create a Process Builder that invokes a workflow rule to send automated emails if the Case criteria are met.
D.) Create Case Auto-Response Rules to automatically send emails if the Case criteria are met.
A.) Enable Surveys in the org and create a Survey to send to recipients.
D.) Create Case Auto-Response Rules to automatically send emails if the Case criteria are met.
Cosmic Solutions would like to automatically send a customer support survey to related contacts for cases that originate from the Web. What steps should an Admin. take to enable this? (2)
A.) Enable Surveys in the org and create a Survey to send to recipients.
B.) Create a batch Apex trigger that runs nightly, querying all cases to check if the criteria are met and triggering outbound messages when met.
C.) Create a Process Builder that invokes a workflow rule to send automated emails if the Case criteria are met.
D.) Create Case Auto-Response Rules to automatically send emails if the Case criteria are met.
A.) Enable Surveys in the org and create a Survey to send to recipients.
D.) Create Case Auto-Response Rules to automatically send emails if the Case criteria are met.
When a case is created via web-to-case, an email should be sent to the customer acknowledging the case and notifying them of when they can expect to receive a response based on their service level. How can this be configured? (1)
A.) Use multiple workflow rules.
B.) Use auto-response rules with multiple rule entries.
C.) Use case assignment rules.
D.) Create an Apex trigger to send an email based on the customer support level.
B.) Use auto-response rules with multiple rule entries.
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? (2)
A.) Setting up an email notification to an administrator when a case is created.
B.) Creating a Case Assignment rule.
C.) Setting up queues based on Geography.
D.) Creating an approval process to standardize case resolution.
B.) Creating a Case Assignment rule.
C.) Setting up queues based on Geography.
Ethan Hunt is a Salesforce 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? (1)
A.) All related events, tasks, case comments, attachments, and associated solutions are deleted.
B.) Cases can never be deleted.
C.) All related events, tasks, case comments, and attachments are deleted.
D.) All related events, tasks, case comments, attachments, associated solutions, contact, and accounts are deleted.
C.) All related events, tasks, case comments, and attachments are deleted.
Cosmic Furniture Solutions is considering the use of Salesforce for providing phone support to customers. The company currently has an on-premise telephony system which is already being used for telemarketing and other needs. What are some of the benefits of using Open CTI for integrating the telephony system with Salesforce? (3)
A. Screen pops displays call info. with the associated record during incoming calls.
B.) Calls can be made or received from the Salesforce user interface using a customizable softphone.
C.) CTI adapters installed on the user machines can be used with Open CTI.
D.) Implementation is could-based but allows the use of softphone only on Internet Explorer and Chrome Browsers.
E.) Telephone numbers on records become clickable links for outbound calls.
A.) Screen pops displays call info. with the associated record during incoming calls.
B.) Calls can be made or received from the Salesforce user interface using a customizable softphone.
E.) Telephone numbers on records become clickable links for outbound calls.
The support department of Cosmic Supermart Online receives several emails from customers asking about the company’s return policy. The support director would like to allow support agents to automate the process of sending a reply to these customers using Quick Text. The agents use a Service Console app in Lightning Experience. What should be added to the Utility bar of the app to fulfill this requirement? (1)
A.) Omni-Chanel
B.) Macros
C.) Chatter Publisher
D.) Flow
B.) Macros
The Director of Support Operations at Cosmic Computers would like to create three different teams of support representatives who can work on low, medium and high priority cases separately. She would like to ensure that support representatives can view and work on cases assigned to their team. Which solution should be recommended for this requirement? (1)
A.) Create different queues for low, medium, and high priority cases.
B.) Create list views and public groups for low, medium, and high priority cases.
C.) Customize existing list views and create queues for low, medium and high priority cases.
D.) Create list views and queues for low, medium, and high priority cases.
A.) Create different queues for low, medium, and high priority cases.
The management at Cosmic Fix would like to make the case routing process more efficient in Service Cloud. Specifically, they are concerned that some support agents are receiving too many cases while others are not working on more than a few cases per week. Which feature would you recommend to make case routing more efficient? (1)
A.) Omni-Channel
B.) Service Console
C.) Case Queues
D.) Case Assignment Rules
A.) Omni-Channel
What is true regarding Web-to-Case? (2)
A.) Case creation will fail if case validation rules fail when processing a Web-to-Case submission.
B.) Cases created from Web-to-Case are linked to the relevant contact and account based on the customer email address.
C.) The origin and status values can be selected in Web-to-Case setting.
D.) Cases created from Web-to-Case are always assigned to a specific case owner.
A.) Case creation will fail if case validation rules fail when processing a Web-to-Case submission.
B.) Cases created from Web-to-Case are linked to the relevant contact and account based on the customer email address.
Customers receive case email notifications whenever case creation fails after they submit a Web-to-Case form. A customer is requesting for these to not contain sensitive data related to the cases entered. How can an Admin. make sure that sensitive information is kept private? (1)
A.) Enable the ‘Hide Record Information’ setting
B.) Enable the E-mail Signature auto-response setting
C.) Require an approval process for all Web-to-Case notifications
D.) Require password protection on Web-to-Case notifications
A.) Enable the ‘Hide Record Information’ setting
How can an administrator allow users to see more information with less scrolling in a feed-based page layout when working with records in the Salesforce console? (1)
A.) Enable compact feed view in the console
B.) Enable and create related list search filters.
C.) Users must scroll to view records in the console.
D.) Enable record related list sorting in the console
A.) Enable compact feed view in the console.
Which feature can be used to alert the support manager via email if a gold customer and high-priority case has not been closed within the SLA response time after two hours from case creation? (1)
A.) Case Escalation Rules
B.) Case Queues
C.) Case Settings
D.) Case Assignment Rules
A.) Case Escalation Rules
Cosmic Innovation has recently started using Service Cloud for case management and has set up Email-to-Case to automatically create cases from email messages sent by customers. A training developer hired by the company is creating a training manual for its support agents. It should include detailed instructions about using various Service Cloud features, including the email publisher in the case feed to answer customer questions. Which of the following capabilities should the training developer keep in mind while creating content about working with emails in Lightning Experience? (3)
A.) An image uploaded as a static resource can be inserted using an action.
B.) An email and its merge fields can be previewed before the email is sent to the customer.
C.) When a user composes, replies, or forwards an email, its working draft is saved every few seconds.
D.) A user can look up contact email addresses in To, CC, and BCC fields, and filter them using field values.
E.) A table can be added to the body, and its content can be styled using the email composer’s actions menu.
B.) An email and its merge fields can be previewed before the email is sent to the customer.
C.) When a user composes, replies, or forwards an email, its working draft is saved every few seconds.
E.) A table can be added to the body, and its content can be styled using the email composer’s actions menu.
Cosmic Computer Support provides repair services for both computer hardware and software problems. They need to differentiate between the two with different record types and support processes depending on whether the problem is hardware or software-related. Which of the following statements is correct? (1)
A.) At least one Support Process must exist before a Case record type can be created.
B.) At least one Case record type must exist before a Support Process can be created.
C.) In order to be associated with a Support Process, Case Stages must first be defined.
D.) New Case Statuses can be created as part of creating a Support process.
A.) At least one Support Process must exist before a Case record type can be created.
A support manager at Cosmic Freight Tools would like to be informed when a support agent working under her fails to resolve a low priority case within 48 hours. She would also like to automatically assign the case to a different support agent who reports to her. Which Service Cloud solution can be utilized for this requirement? (1)
A.) Create an escalation rule that assigns the case to another user and automatically sends an email notification to the manager.
B.) Create an auto-response rule that automatically sends an email to the manager, and create a workflow rule to assign the case to another support agent.
C.) Create a case assignment rule that assigns the case to another support agent and sends an email to the manager automatically.
D.) Create a workflow rule to assign the case to another support agent and automatically send an email to the manager
A.) Create an escalation rule that assigns the case to another user and automatically sends an email notification to the manager.
Cosmic Solutions wants to ensure that emails that are sent out to customers by support agents are within company guidelines. They would like their Support Managers to approve emails. How would they achieve this? (3)
A.) Enable draft emails
B.) Create an approval process
C.) Assign the support managers the ‘Email Approval’ permission
D.) Enable email approvals
E.) Create a send action
A.) Enable draft emails
B.) Create an approval process
E.) Create a send action
Shelly is a Salesforce Admin. who works for the TPI support center that uses cases to manage support issues. TPI’s support manager has noticed that after a case is created, support reps are looking up the tier of the related account and setting the case resolution date accordingly. For example, if the account tier is silver, the resolution date should be se to 14 days, whereas a gold tier account should have a resolution date set to 7 days. Which of the following could Shelly use to save time in this process? (1)
A.) Configuration of assignment rules to set the resolution date based on account tier.
B.) Workflow rules and field updates to update the resolution date based on account tier
C.) Different case record types for each account tier
D.) Validation rules to notify users of the target resolution date based on the account tier
B.) Workflow rules and field updates to update the resolution date based on account tier
Cosmic Solutions provides call center services for business-to-consumer needs of various enterprises throughout the country. The management is considering the use of a flow for automating the case management process while a support agent is on a call with a customer. Which of the following is a typical use case of flow with regard to case management in a contact center? (1)
A.) Assign cases to agents after they have been created.
B.) Create follow-up tasks after a case has been closed.
C.) Escalate a case if an SLA has been missed.
D.) Provide a wizard that provides assistance for troubleshooting customer issues.
D.) Provide a wizard that provides assistance for troubleshooting customer issues.
Which of these features are used to manage cases? (2)
A.) Web-to-Lead
B.) Phone-to-Case
C.) Email-to-Case
D.) Case Teams
C.) Email-to-Case
D.) Case Teams
Which of the following can a case queue be used for? (1)
A.) Manage your support workload
B.) Manage distribution of custom object records
C.) Manage distribution of service contracts
D.) Manage distribution of leads
A.) Manage your support workload
