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Salesforce Certified Administrator > Service and Support Applications > Flashcards

Service and Support Applications Flashcards

1
Q

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

A

Cases

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2
Q

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

A

support process

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3
Q

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

A

‘Case Comments’

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4
Q

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

A

Knowledge articles

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5
Q

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

A

Service Console

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6
Q

The 5 ways to create a case are

A 
●Manual Creation
●Email-to-Case
●Web-to-Case
●Auto Response Rules
●Case Assignment Rules
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7
Q

T/F

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

A

True

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8
Q

T/F

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

A

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

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9
Q

T/F

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

A

True

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10
Q

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

A

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

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11
Q

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

A

EMAIL-TO-CASE

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12
Q

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.

A

ON-DEMAND EMAIL-TO-CASE

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13
Q

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

A

Web-to-Case

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14
Q

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

A

Case auto-response rule

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15
Q

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

A

Case Assignment Rules

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16
Q

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

A

Case Number

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17
Q

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

A

Case Type

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18
Q

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

A

Case Reason

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19
Q

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

A

Case Priority

20
Q

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

A

Case Origin

21
Q

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

A

Case Status

22
Q

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

A

Internal Comments

23
Q

T/F

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

A

True

24
Q

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

A

Merge Cases

25
Q

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

A

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

26
Q

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

A

support process

27
Q

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

A

service console

28
Q

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

A

Utility bar

29
Q

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

A

Knowledge Component

30
Q

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

A

Case Collaboration

31
Q

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

A

Case feed

32
Q

T/F

A case feed item can only be marked private

A

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

33
Q

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

A

Customer Portal
Self-Service Portal
Chatter Answers

34
Q

“____” 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

A

Case Escalation rules

35
Q

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

A

case queue

36
Q

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

A

Macros

37
Q

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

A

Manual addding a case

when a case is submitted via email or website/community

38
Q

T/F

Only one assignment rule can be active, but each rule can have multiple rule entries.

A

True

39
Q

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

A

10

40
Q

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

A

Escalation rules

41
Q

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

A

5

42
Q

Case excalation actions can do 4 things, they are

A

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

43
Q

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

A

5000

44
Q

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

A

reCAPTCHA

45
Q

Cases may be assigned to a”____” or “___”

A

user or a queue.

46
Q

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

A

“Manage Cases”

47
Q

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

A

survey

Salesforce Certified Administrator (13 decks)

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