Service and Support Applications

Question 1

“___” are customizable records that track and manage customer support interactions, such as questions, complaints or requests.

Answer 1

Cases

Question 2

A “____” can be created using the ‘Status’ field to define a lifecycle for case records and related to a record type.

Answer 2

support process

Question 3

The “_____” related list can be used to add notes to a case. Comments can be made private or public.

Answer 3

‘Case Comments’

Question 4

Support agents can browse for and create “_____” for information on solving cases. They can be associated with cases.

Answer 4

Knowledge articles

Question 5

A “___” app can be set up to allow support agents to manage multiple records on a single screen in Salesforce.

Answer 5

Service Console

Question 6

The 5 ways to create a case are

Answer 6

●Manual Creation
●Email-to-Case
●Web-to-Case
●Auto Response Rules
●Case Assignment Rules

Question 7

T/F

Cases can be created from email, web, chat, phone, or text message.

Answer 7

True

Question 8

T/F

A new case can be created by manually entering the record details in the CRM, but not by cloning an existing case.

Answer 8

False, A new case can be created by manually entering the record details in the CRM or by cloning an existing case.

Question 9

T/F

Assignment rules can automate case routing to designated users or queues.

Answer 9

True

Question 10

Cases can be automatically created from emails sent by customers using one of the two Email-to-Case options. They are

Answer 10

Email-to-Case, On-Demand Email-to-Case

Question 11

This case program agent allows larger sized attachments but a limited number of incoming daily emails and can be set up by downloading and installing the agent

Answer 11

EMAIL-TO-CASE

Question 12

This case program agent does not require installation. It has a smaller email attachment size but higher daily limits calculated according to number of user licenses.

Answer 12

ON-DEMAND EMAIL-TO-CASE

Question 13

“____” can be configured to allow cases to be captured through an HTML webform.

Answer 13

Web-to-Case

Question 14

A “_____” can be set up to automatically send quick replies to customers to let them know that the company has received their case.

Answer 14

Case auto-response rule

Question 15

“_____” are used to automatically assign cases to queues or users when they are created.

Answer 15

Case Assignment Rules

Question 16

Auto-number, read-only, and automatically assigned when a case is created.

Answer 16

Case Number

Question 17

Picklist values that can be customized by the administrator and define the nature of case. E.g.: Question or Problem.

Answer 17

Case Type

Question 18

Picklist values that can be defined to record the reason the case was opened.

Answer 18

Case Reason

Question 19

Picklist values that determine the level of urgency in solving a particular issue; useful in Case Escalation and Assignment rules.

Answer 19

Case Priority

Question 20

Picklist values used to record where the case originated from, e.g., phone, email, web.

Answer 20

Case Origin

Question 21

Picklist values that determine the current stage in a case’s life cycle. The case can be closed by selecting a closed status.

Answer 21

Case Status

Question 22

Found under Related items, these comments are not displayed to the customer/contact.

Answer 22

Internal Comments

Question 23

T/F

Case standard or custom fields may be added or edited, such as field picklist values.

Answer 23

True

Question 24

Agents can have the option to merge duplicate case records through the “____’ action.

Answer 24

Merge Cases

Question 25

Up to "____" duplicate cases can be merged to create a master case.

Answer 25

Up to 3 duplicate cases can be merged to create a master case.

Question 26

A "____"is a process that defines the stages different cases may go through in their life cycle.

Answer 26

support process

Question 27

A "_____" is a unified user interface for support agents that allows them to access multiple records and tools on a single screen.

Answer 27

service console

Question 28

The "___" (or Footer in Salesforce Classic) can be used to access various productivity tools such as Macros, History, and Softphone.

Answer 28

Utility bar

Question 29

The "____" search bar can allow users to easily access the organization’sknowledge base within Salesforce.

Answer 29

Knowledge Component

Question 30

"_____" features include tools that allow support agents to efficientlycommunicate internally and externally with customers for faster resolution.

Answer 30

Case Collaboration

Question 31

The "_____" can be used for users to collaborate to resolve a case. It is a Chatter feed on the case record

Answer 31

Case feed

Question 32

T/F | A case feed item can only be marked private

Answer 32

False, A case feed item can be marked public or private.

Question 33

External Update Case Comments can be made public and visible to a case’s Contact by 3 ways:

Answer 33

Customer Portal Self-Service Portal Chatter Answers

Question 34

"____" make sure the case is resolved in a timely manner, directing it to the right users at the right time.. It can perform up to five of these actions when a case meets certain criteria

Answer 34

Case Escalation rules

Question 35

A "____" can hold cases that are not assigned to a user. Its members can be users, roles, or public groups.

Answer 35

case queue

Question 36

"____" can be used to automate repetitive tasks, such as inserting field values and searching for an article.

Answer 36

Macros

Question 37

Assignment rules can be triggered by 2 ways a case comes in, they are

Answer 37

Manual addding a case | when a case is submitted via email or website/community

Question 38

T/F | Only one assignment rule can be active, but each rule can have multiple rule entries.

Answer 38

True

Question 39

Email alerts can be sent to anyone, and up to how many emails on each criteria.

Answer 39

10

Question 40

"_____" can be used to perform actions such as rerouting a case and/ orsending email notification to a user when it meets a certain criteria.

Answer 40

Escalation rules

Question 41

Each case escalation rule can define up to how many escalation actions.

Answer 41

5

Question 42

Case excalation actions can do 4 things, they are

Answer 42

Reassign a case to a user or queue Notify a user through email Notify the case owner through email Notify up to 5 selected email addresses

Question 43

Web to case Can capture up to how many cases a day

Answer 43

5000

Question 44

In Web-to-Case Settings, "___" verification can be made required for customers 'requests. Requests without verification do not generate cases.

Answer 44

reCAPTCHA

Question 45

Cases may be assigned to a"____" or "___"

Answer 45

user or a queue.

Question 46

Only Administrators or users with"____" permission can change ownership in multiple cases from a list view.

Answer 46

“Manage Cases”

Question 47

A feedback "___" can be automatically sent to the case contact when a case isclosed, or when case auto-response rules are met

Answer 47

survey