Service and Support Applications(11%)

Question 1

Case Management Capabilities (9)

Answer 1

Support Process, Case Milestones, Private & Public Comments, Knowledge, Service console, Case Emails, Collaboration, Case Information

Question 2

What do the capabilities of case management support?

Answer 2

The case lifecycle.

Case Creation, Case Management, Case Collaboration

Question 3

What falls under Case Creation

Answer 3

Manual Creation, Email-to-case, Web-to-case, Auto Response rules, Case assignment rules

Question 4

What falls under Case Management

Answer 4

Support Process, Service Console, Case Milestones, Knowledge

Question 5

What falls under Case Collaboration

Answer 5

Case Feed, Case Comments, Case Emails

Question 6

Cases can be automatically created from emails sent by customers using one of two email-to-case options

Answer 6

Email-to-case: Allows for larger sized attachments but a limited number of incoming daily emails. Requires installing the email-to-case agent onto a company server behind the network firewall

On-demand-email-to-case: Smaller email attachment size but higher daily limits calculated according to number of user licenses.* Not install required*

Question 7

What is Web-to-case and how is it setup

Answer 7

Can be configured to allow cases to be captured through an HTML web form.

Once Web-to-case has been enabled, System admin can select fields to be included in the form and include Re-captcha to prevent spam and HTML code is then generated. That code is then put into a webmaster to embed it into the company’s website.

Question 8

Key fields to be familiar with on a case record (7)

Answer 8

case number, case type, case reason, case priority, case origin, case status, internal comments

Question 9

case number

Answer 9

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

Question 10

case type

Answer 10

Picklist values that can be customized by the administrator and define the nature of case

Question 11

case reason

Answer 11

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

Question 12

case priority

Answer 12

shows you the level at which the case it that in the escalation process

Question 13

case origin

Answer 13

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

Question 14

case status

Answer 14

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

Question 15

Internal comments

Answer 15

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

Question 16

Accept case

Answer 16

Can be clicked to change the case owner to the logged in user. This is also available in case list views to change one or more cases at one time.

Question 17

Merge cases

Answer 17

Button allows to merge up to 3 duplicate cases to create one master record.

Question 18

Clone

Answer 18

Button can be clicked to create a copy of a case record. This is typically used when reopening an old case

Question 19

Change Owner

Answer 19

Button can be clicked to quickly change the record owner to available users or queue

Question 20

New child case

Answer 20

A feed action that allows creating a new case from an existing case record. A parent-child relationship is established between these records.

Question 21

What are the native features that salesforce has that can help manage cases and improve the productivity of support agents

Answer 21

Support process,
Service Console,
Knowledge

Question 22

Support Process

Answer 22

Is a process that defines the stages different cases may go through in their life cycle

Question 23

How do you create a support process?

Answer 23

Setup> Support Process

Question 24

Where are case settings and where is it found

Answer 24

Where you can pick customizable defaults, notification options, and email templates used by all support automation features.

It’s found under support settings

Question 25

Service Console

Answer 25

Is a unified user interface for support agents that allows them to access multiple records and tools on a single screen

Question 26

What are milestones

Answer 26

They represent time-dependent steps in the support process. It helps agents give a consistent support service to customers.

Question 27

Case feed

Answer 27

Is a chatter feed on the case record, users can comment and follow the case,

Question 28

If a feed item is marked public or private what happens

Answer 28

If it’s marked private the feed is visible only to internal users.
If it’s marked public it is visible to both internal and external users.

Question 29

Case comments

Answer 29

Are a related item that stores external conversation between the agent and customer can ether be private or public

Question 30

Case emails

Answer 30

Emails can be sent and received directly on the case record page

Question 31

What are case assignment rules?

Answer 31

Used to automatically assign cases to queues or users when they are created.

Question 32

What are Auto-Response rules?

Answer 32

Can be used to send an automated email response to a customer when a case is created

Question 33

Difference b/w case auto-response rules and email alerts

Answer 33

Case auto-response rules:

Only sent to the contact on the case or the ‘Submitter’ and only one email can be sent per criteria

Email Alerts:

Can be sent to anyone, and up to 10 emails on each criteria

Question 34

Case escalation rules

Answer 34

Used to perform actions such as rerouting a case and sending email notifications to a user when it meets a certain criteria

Question 35

Web-to-case

Answer 35

Generates HTML web form that can be included in a company website to capture cases

Question 36

Email-to-case

Answer 36

Cases can be generated from the customer emails sent to the company’s support email

Question 37

Case Teams

Answer 37

This allows users to collaborate on closing cases.

Question 38

What are bulk macros?

Answer 38

can be used to perform actions on multiple records at the same time.