Service and Support Applications (13%) Flashcards
What is a case process?
A case process is a support process that defines the stages different cases may go through in their life cycle.
When would you use case comments versus the case feed?
When you want to track comments made by customers, no just internal comments.
When you want to track comments made by customers, no just internal comments.
Default case owner, notifications and when they are sent, and templates used for notifications.
What are some case management features?
Case Key Fields include status to define where in the life cycle the case is, Case Feeds, Case Views and Queues and case owner reassignment.
What are the ways cases can be captured in Salesforce?
Cases can be manually created by users onto a Case record page, or be automatically captured when admins set up web-to-case, email to case or on demand email to case. Customers may create cases from a community, customer portal, self service portal, or chatter answers.
What are the Case automation features available?
Case queues, auto response rules, escalation rules, assignment rules, macros.
What is the purpose of case teams?
Case teams are set up so users can take on predefined roles and work together to close a case.
What are the basic capabilities of a customer community?
Allows layers of access for users to manage cases, access solutions and knowledge, ideas, answers, documents, content, custom objects and reports; functionality is similar to the service cloud.
What are the basic capabilities of a partner community?
Allows access for partners to leads and opportunities to collaborate on sales opportunities (sales cloud), as well as including the functionality available in the customer community (service cloud).
How do Chatter Questions work?
Users can ask questions in a feed, in groups or records and get an answer either by viewing a similar question/answer, suggested knowledge article or another user’s reply. The best answer can be selected.
What are ideas?
Ideas allow users to make suggestions related to a zone or theme. Other users can comment, promote or demote.
What are the user interface options when creating a Community?
A community can use a predefined template. It can use standard Salesforce tabs or visualforce or it can be totally custom visualforce pages.
Which user license is required to set up salesforce knowledge?
Knowledge user.
Where is knowledge accessible?
Channels define the visibility of an article and can be set to internal, customer community, partner community or public website.
What are article types?
Article types are containers for different types of articles, such as FAQ and instructions. Article types can have different templates and page layouts.
