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Prepare for Your Salesforce Administrator Credential > Service and Support Applications > Flashcards

Service and Support Applications Flashcards

1
Q

10 Case Automation Features

A

1.) Case Assignment Rules
2.) Case Auto-Response Rules
3.) Case Escalation Rules
4.) Web-to-Case
5.) E-mail-to-Case
6.) Case Teams
7.) Case Queues
8.) Macros
9.) Ownership Transfer
10.) Support Channels & Features

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2
Q

Case Auto-Response Rules

A
  • Can be used to send an automated e-mail response to a customer when a Case is created (informs the customer that their Case has been received)
  • E-mail is ONLY sent to the Contact on the Case
  • ONLY 1 of these rules can be active at a time
  • Each rule can have multiple rule entries
  • A survey can be sent automatically via e-mail when rules are met
  • ONLY triggered and sent to the Contact when a Case is created
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3
Q

E-mail Alert

A
  • Can be sent to anyone in SF
  • Up to 10 e-mails cna be added on each criteria
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4
Q

Escalation Rules

A
  • Can be used to perform up to 5 actions such as rerouting a Case and/or sending e-mail notifications to a User when it meets a certain criteria
  • These types of rules make sure the Case is resolved in a timely manner, directing it to the right Users at the right time
  • Only one of these can be Active at a time
  • Each of these rules has rule entries where a criteria is set
  • These actions are triggered if the Case is NOT closed after a selected number of hours
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5
Q

4 Examples of Escalation Actions

A

1.) Reassign a Case to a User or Queue
2.) Notify a User through e-mail
3.) Notify the Case owner through e-mail
4.) Notify up to 5 selected e-mail addresses

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6
Q

Case Teams

A
  • These teams can be set up by an Admin in order for Support users to collaborate on closing Cases
  • Needs to be added to the Case Page Layout under related lists
  • Roles need to be created first in __________ Roles Setup and the level of access for each role can be determined
  • Admins can use predefined ____ teams so Users can quickly add people they frequently work with on Cases
  • When adding people to this type of team, Predefined Roles should be used
  • Case owners have Read/Write access by default regardless of their Role in this type of team
  • Admins can set up assignment rules to automatically add a ____ team to Cases that match certain criteria
  • E-mail alerts can be set up to alert team members of any changes in a Case
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7
Q

Case Views

A
  • Can be defined to List Cases based on certain criteria
  • Queues can be used to hold cases not owned by any User
  • A List View is automatically created to display Cases owned by a Queue
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8
Q

Queues

A
  • Can be used as a holding place to hold Cases that haven’t been assigned ownership yet
  • A List View is automatically created to display Cases owned by this
  • An e-mail notification can be sent when Cases are assigned here
  • Users, Roles, or Public Groups can be assigned as members of this
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9
Q

List View

A

Only Admins or Users with “Manage Cases” permission can change ownership in multiple Cases from this

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10
Q

Case Assignment Rules

A
  • Used to automatically assign Cases to Queues or Users when they are created
  • These can be triggered when manually adding a Case and when a Case is submitted via e-mail, website, or community
  • Only one of these type of rules can be active, but each rule can have multiple rule entries
  • Each of these types of rules has rule entries that are evaluated until a match is found, and then the Case is assigned
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11
Q

Web-to-Case

A
  • Can be configured to allow Cases to be captured through an HTML web form embedded on a org’s website
  • Fields can be selected to be included in the form
  • Can capture up to 5,000 cases a day
  • reCAPTCHA verification can be made required for customers’ requests
  • Requests without verification do NOT generate cases
  • Once this has been enabled, the System Admin can select fields to be included in the form, include a reCaptcha verification, and generate the HTML code
  • The HTML code can then be used by the webmaster to embed it into the company’s website
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12
Q

E-mail-to-Case

A
  • Cases can be generated from the customer emails sent to the org’s support email address
  • Multiple email ‘Routing Addresses’ can be configured
  • The default owner, priority, and origin for each Routing Address can be set
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13
Q

Macros

A
  • Can be used to automate common repetitive tasks, such as inserting field values and searching for an article
  • Can enhance agent productivity by increasing consistency with regard to agent workflows and communication with customers
  • Prebuilt ______ are included in Lightning Experience
  • 2 steps to making these:
    1.) Define the basic information
    2.) Create a set of instructions
  • ______ actions include:
    1.) Insert field values
    2.) Replace field values
    3.) Post to social networks
    4.) Search ‘Knowledge’ articles
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14
Q

Regular Macros

A
  • Can be used as shortcuts to complete tasks that would otherwise take a lot of mouse clicks to do in the console
  • For example, inserting an email template into an email in the case feed
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15
Q

Irreversible Macros

A

Performs actions that can’t be undone, such as sending outbound emails to customers or updating a case status

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16
Q

Bulk Macro

A
  • Macro where agents can run on multiple cases at the same time
  • Agents typically use this type of macro to respond to cases about the same issue
  • Can be used to perform actions on multiple records at the same time and are available in List Views
  • This type of macro is distinguished by a ‘lightning’ icon
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17
Q

Ownership Transfer

A

A Case record can be transferred from one User to another User or Queue using the ‘Change’ link next to the Case owner

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18
Q

Support Channels & Features

A

Support channels, such as Call Center and Live Agent, and Features, like Omni-Channel, can be used in Case management

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19
Q

Omni-Channel

A
  • Can be used to route work requests to the most available and qualified support agents
  • A Supervisor can be used to monitor agent workloads and the work itemsthat are routed by this type of channel. This Supervisor will show both queue-based routing and skills-based routing in separate tabs
  • It allows agents to view the agent name, status, skills, work items, workload, and capacity
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20
Q

‘Omni Supervisor Agents’ Tab

A
  • Tab which can be used to see agents online and offline status durations and their assigned work capacity, plus manage their queues and skills
  • Agents can be filtered using column filter(s) (for example, to show only online agents, the ‘Status’ column filter can be used)
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21
Q

Omni-Channel Flow

A
  • Consists of all the channel functionality brought within a Salesforce flow
  • It supports routing setup for voice calls (beta), chats, messaging (beta), Cases, Leads, and custom objects
  • Can be used to define dynamic and flexible routing rules
  • A flow can be assigned to an interaction channel (ex: voice)
  • Can be set to launch when a customer submits a chat, voice, or message
  • The Flow executes a Route Work action to assign the work to a Queue, Skills, or Agent
  • Can be created from scratch or from a Flow template
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22
Q

E-mail to Case

A
  • Requires an agent to be installed behind the firewall
  • Attachments can be greater than 25MB
  • There’s a daily limit on how many e-mails can be processed
  • Cases can be automatically created from e-mails sent by customers
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23
Q

On-Demand E-mail-To-Case

A
  • Forwards e-mails from support e-mail addresses to the e-mail service address provided by Salesforce
  • Attachments can be smaller than 25MB
  • Number of user licenses determines max number of e-mails processed
  • No installation required
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24
Q

Task Settings

A

Settings which will define if a task will be created from the email

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25
Q

Case Settings

A
  • Found under ‘Support Settings’, and contains customizable defaults, notification options, and email templates used by all support automation features
  • Setting where default priority and case origin field values are defined
  • Support settings cover notification preferences to both users (Case Owners) and customers (Case Contacts)
  • Can enable default case owner or queue
  • Default case owner, notifications and when they are sent, and templates used for notifications can be set with these settings
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26
Q

Feedback Survey

A

Can be automatically sent to the Case contact when a Case is closed, or when Case Auto-Response rules are met

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27
Q

Cases

A
  • Customizable records that track and manage customer support interactions, such as questions, complaints, or requests
  • Can be created manually or be set up to be created automatically
  • Further automation can be done by using assignment rules to automatically route newly-created _____
  • A new ____ can be created manually entering the record details in the CRM or by cloning an existing ____
  • These can be created from e-mail, web, chat, phone, or text message
  • Assignment rules can automate ____ routing to designated Users or Queues
28
Q

8 Case Management Capabilities

A

1.) Support Process
2.) Case Milestones
3.) Private & Public Comments
4.) Knowledge
5.) Case Information
6.) Collaboration
7.) Case E-mails
8.) Service Console

29
Q

Support Process

A
  • A process that defines the Stages different cases may go through in their life cycle
  • Can be created using the ‘Status’ field to define a lifecycle for Case records and related to a record type
  • Case Status is one of key fields on the Case record detail page
  • These with different sets of case status values can be defined and related to a case record type
30
Q

Case Milestones

A
  • Represents time-dependent steps in a support process
  • This helps agents give a consistent support service to customers
  • The required support steps related to a Case can be tracked or access on a Case record using this related list
  • These can be tracked by adding the component to the record page or by adding the related list to the page layout
  • Can be added to Cases and Work Orders
  • Workflow Actions can be added to these
31
Q

Private & Public Comments

A
  • This list can be used to add notes to a Case
  • Comments can be made Private or Public
32
Q

Knowledge

A
  • Support agents can browse for and create these types of articles
  • Can be referenced to assist in resolving a case
  • These can be associated with Cases
  • Example article types include FAQ’s, product manuals, processes, guidelines, and tutorials
33
Q

Suggested Articles

A

Can be enabled to allow support agents to resolve cases more efficiently using Knowledge articles containing answers to common questions asked by customers

34
Q

Case Information

A

The Case record page contains several important fields, such as Case Number, Case Type, Case Reason, and Case Priority

35
Q

Collaboration

A
  • Feature which include tools that allow support agents to efficiently communicate internally and externally with customers for faster resolution
  • Case updates can be tracked and displayed from the case feed
  • Case comments is a communication tool that can be used to post updates on the case internally or publicly
  • Emails can be sent from and received into the Case record
  • The Case Feed can be accessed on a Case record to comment and ___________ with other Users to resolve the Case
36
Q

Case E-mails

A
  • Features such as E-mail-to-Case and Auto-Response Rules can be utilized
  • E-mails can be sent to customers from Salesforce
  • Can be sent and received directly on the Case record page
37
Q

Service Console App

A
  • App which can be set up to allow support agents to manage multiple records on a single screen in Salesforce
  • Uses a tab-based workspace app to allow managing multiple records on a single screen
  • Can be set up in both SF Classic and in Lightning Experience
  • Reduces the time spentclicking and scrolling to quickly find, update, and create records
  • The Utility bar (or Footer in Salesforce Classic) can be used to access various productivity tools such as Macros, History, and Softphone
  • Supports features such as:
    1.) Case Feed
    2.) Knowledge
    3.) Highlights Panel
    4.) Interaction Log
    5.) Macros
    6.) Quick Text
    7.) Softphone
    8.) Chat
38
Q

Case Management

A
  • Supports the Case lifecycle
39
Q

5 Features of Case Creation

A

1.) Manual Creation
2.) E-mail-to-Case
3.) Web-to-Case
4.) Auto-Response Rules
5.) Case Assignment Rules

40
Q

4 Features of Case Management

A

1.) Support Processes
2.) Service Console
3.) Case Milestones
4.) Knowledge

41
Q

3 Features of Case Collaboration

A

1.) Case Feed
2.) Case Comments
3.) Case E-mail

42
Q

3 Ways to Manage Cases in Salesforce

A

1.) Support Processes
2.) Service Console
3.) Knowledge

43
Q

Support Process

A
  • A process that defines the stages different Cases may go through in their lifecycle
  • ‘Case Status’ is one of the key fields on the ‘Case Record Detail’ page
  • Can be related to a Case Record Type
  • Stages are determined through Picklist values in the ‘Status’ field of a Case’s record page
  • An Approval Process can be set up for certain support Cases to require approval between Stages
44
Q

Service Console

A
  • Shows a bird’s eye view of the Cases in the List View, as well as the Case that I select
  • This tool has a Utility bar at the bottom where I can easily access different applications and integrations
45
Q

Knowledge

A
  • Article-based function in Salesforce that give me answers to very FAQ’s
46
Q

3 Ways to Close a Case

A

1.) Feed Action - The System Admin can create a custom action that will update the status of the Case from the Feed
2.) A Path - Displays the progress of the Case based on the ‘Status’ field. It can be used to update the Case status
3.) Status Field - If proper permission is enabled, this field can be used to close the Case

47
Q

Case Number

A

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

48
Q

Case Type

A
  • Picklist values that can be customized by the administrator and define the nature of case
  • Ex: Question or Problem
49
Q

Case Reason

A

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

50
Q

Case Priority

A

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

51
Q

Case Origin

A
  • Picklist values used to record where the case originated from
  • Ex: Phone, E-mail, Web
52
Q

Case Status

A
  • Picklist values that determine the current stage in a Case’s life cycle
  • The Case can be closed by selecting a ‘Closed’ status
53
Q

Internal Comments

A

Found under ‘Related Items’, these comments are not displayed to the customer/contact

54
Q

Case Record Types

A

Can be created to display different picklist values

55
Q

5 Buttons that can be made available on the Case Record Page

A

1.) Accept Case
2.) Merge Cases
3.) Clone
4.) Change Owner
5.) New Child Case

56
Q

Accept Case

A
  • A button that 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
57
Q

Merge Cases

A

A button can be clicked to merge up to 3 duplicate cases to create one master record

58
Q

Clone

A
  • A button that can be clicked to create a copy of a Case record
  • This is typically used when reopening an old Case
59
Q

Change Owner

A

A button that can be clicked to quickly change the record owner to available Users or Queue

60
Q

New Child Case

A
  • A Feed Action that allows creating a new case from an existing Case record
  • A parent-child relationship is established between these records
61
Q

Case Merge

A
  • Merging duplicate case records
  • Up to 3 duplicate cases can be merged to create a Master case
  • Salesforce recommends keeping the duplicate cases after merging, but it is also an option to soft-delete them
62
Q

Support Settings

A

Can help Users automate case management

63
Q

Case Feed

A
  • Can be used for users to collaborate to resolve a case
  • A Chatter feed on the case record
  • Users can comment and follow the case
  • Comments will appear in chronological order
  • This type of item can be marked as ‘Public’ or ‘Private’
  • Items marked ‘Private’ are visible only to Internal Users
  • Items marked ‘Public’ are visible to BOTH Internal and External Users
  • Can be configured to show quick actions and all the case interactions, including Chatter posts, case emails, questions related to the case, and attachments
64
Q

Case Comments

A
  • A related list item that stores external conversation between the agent and customer or just internal notes by the agent
  • Comments may be private:
    1.) Comments created and tracked for internal use only
    2.) Comments are not displayed to the customer
    Comments can be made public and visible to a case’s Contact on a:
    1.) CustomerPortal
    2.) Self-ServicePortal
    3.) ChatterAnswers
65
Q

Case Process

A

A support process that defines the stages different cases may go through in their life cycle

66
Q

5 Case Key Fields

A

1.) Status to define where in the life cycle the case is
2.) Case Type
3.) Case Reason
4.) Case Priority
5.) Case Origin

67
Q

5 Case Automation Tools Available

A

1.) Case Queues
2.) Auto-Response Rules
3.) Escalation Rules
4.) Assignment Rules
5.) Macros

Prepare for Your Salesforce Administrator Credential (19 decks)

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