Service and Support Applications Flashcards
“___” are customizable records that track and manage customer support interactions, such as questions, complaints or requests.
Cases
A “____” can be created using the ‘Status’ field to define a lifecycle for case records and related to a record type.
support process
The “_____” related list can be used to add notes to a case. Comments can be made private or public.
‘Case Comments’
Support agents can browse for and create “_____” for information on solving cases. They can be associated with cases.
Knowledge articles
A “___” app can be set up to allow support agents to manage multiple records on a single screen in Salesforce.
Service Console
The 5 ways to create a case are
●Manual Creation ●Email-to-Case ●Web-to-Case ●Auto Response Rules ●Case Assignment Rules
T/F
Cases can be created from email, web, chat, phone, or text message.
True
T/F
A new case can be created by manually entering the record details in the CRM, but not by cloning an existing case.
False, A new case can be created by manually entering the record details in the CRM or by cloning an existing case.
T/F
Assignment rules can automate case routing to designated users or queues.
True
Cases can be automatically created from emails sent by customers using one of the two Email-to-Case options. They are
Email-to-Case, On-Demand Email-to-Case
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
EMAIL-TO-CASE
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.
ON-DEMAND EMAIL-TO-CASE
“____” can be configured to allow cases to be captured through an HTML webform.
Web-to-Case
A “_____” can be set up to automatically send quick replies to customers to let them know that the company has received their case.
Case auto-response rule
“_____” are used to automatically assign cases to queues or users when they are created.
Case Assignment Rules
Auto-number, read-only, and automatically assigned when a case is created.
Case Number
Picklist values that can be customized by the administrator and define the nature of case. E.g.: Question or Problem.
Case Type
Picklist values that can be defined to record the reason the case was opened.
Case Reason
Picklist values that determine the level of urgency in solving a particular issue; useful in Case Escalation and Assignment rules.
Case Priority
Picklist values used to record where the case originated from, e.g., phone, email, web.
Case Origin
Picklist values that determine the current stage in a case’s life cycle. The case can be closed by selecting a closed status.
Case Status
Found under Related items, these comments are not displayed to the customer/contact.
Internal Comments
T/F
Case standard or custom fields may be added or edited, such as field picklist values.
True
Agents can have the option to merge duplicate case records through the “____’ action.
Merge Cases
Up to “____” duplicate cases can be merged to create a master case.
Up to 3 duplicate cases can be merged to create a master case.
A “____“is a process that defines the stages different cases may go through in their life cycle.
support process
A “_____” is a unified user interface for support agents that allows them to access multiple records and tools on a single screen.
service console
The “___” (or Footer in Salesforce Classic) can be used to access various productivity tools such as Macros, History, and Softphone.
Utility bar
The “____” search bar can allow users to easily access the organization’sknowledge base within Salesforce.
Knowledge Component
“_____” features include tools that allow support agents to efficientlycommunicate internally and externally with customers for faster resolution.
Case Collaboration
The “_____” can be used for users to collaborate to resolve a case. It is a Chatter feed on the case record
Case feed
T/F
A case feed item can only be marked private
False, A case feed item can be marked public or private.
External Update Case Comments can be made public and visible to a case’s Contact by 3 ways:
Customer Portal
Self-Service Portal
Chatter Answers
“____” 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
Case Escalation rules
A “____” can hold cases that are not assigned to a user. Its members can be users, roles, or public groups.
case queue
“____” can be used to automate repetitive tasks, such as inserting field values and searching for an article.
Macros
Assignment rules can be triggered by 2 ways a case comes in, they are
Manual addding a case
when a case is submitted via email or website/community
T/F
Only one assignment rule can be active, but each rule can have multiple rule entries.
True
Email alerts can be sent to anyone, and up to how many emails on each criteria.
10
“_____” can be used to perform actions such as rerouting a case and/ orsending email notification to a user when it meets a certain criteria.
Escalation rules
Each case escalation rule can define up to how many escalation actions.
5
Case excalation actions can do 4 things, they are
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
Web to case Can capture up to how many cases a day
5000
In Web-to-Case Settings, “___” verification can be made required for customers ‘requests. Requests without verification do not generate cases.
reCAPTCHA
Cases may be assigned to a”____” or “___”
user or a queue.
Only Administrators or users with”____” permission can change ownership in multiple cases from a list view.
“Manage Cases”
A feedback “___” can be automatically sent to the case contact when a case isclosed, or when case auto-response rules are met
survey
