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.
