(Service and support applications 13%) Describe the capabilities of case management

Question 1

Case management capabilities

Answer 1

support the case life cycle:
Support process, Case Milestones, Private & Public Comments, Knowledge, Case Information, Collaboration, Case Emails, Service console

Question 2

Case management features

Answer 2

case creation, case management, case collaboration

Question 3

types of Case creation

Answer 3

Manual creation
Automated creation
Case assignment

Question 4

Manual Creation

Answer 4

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

Question 5

what two ways can a case be automatically created from emails sent by customers

Answer 5

Email-To-Case

On-Demand Email-To-Case

Question 6

Email-To-Case

Answer 6

Allows larger sized attachments but a limited number of incoming daily emails. Can be setup by downloading and installing the Email-to-Case agent onto a company server behind the network firewall.

Question 7

On-Demand Email-To-Case

Answer 7

Allows for smaller email attachment sizes but higher daily limits. calculated according to number of user licenses. No install required.

Question 8

Web-To-Case

Answer 8

can be configured to allow cases to be captured through an HTML web form. by ether web-to-case HTML Generator or embed to company website

Question 9

Auto-response rule

Answer 9

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

Question 10

why are case assignment rules used?

Answer 10

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

Question 11

key fields to be familiar with on a case record.

Answer 11

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

Question 12

what is a case number in a case record?

Answer 12

read-only auto-number that is automatically assigned when a case is created.

Question 13

Case Type in a case record?

Answer 13

Picklist value that defines the nature of the case by the administrator. e.g Question, Problem.

Question 14

Case Reason in case record?

Answer 14

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

Question 15

Case Priority

Answer 15

Picklist values that determine the level of urgency in solving a particular issue; useful in case escalation and assignment rules.

Question 16

Case Origin

Answer 16

Picklist values used to record where the case originated from

Question 17

Case status

Answer 17

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

Question 18

Internal Comments

Answer 18

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

Question 19

Case record page action buttons

Answer 19

Accept case, Merge cases, Clone, Change owner, New child case,

Question 20

Accept case

Answer 20

A button 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 21

Merge cases

Answer 21

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

Question 22

Clone

Answer 22

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

Question 23

Change owner

Answer 23

A button can be clicked to quickly change the record owner to available users or queue.

Question 24

New Child Case

Answer 24

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

Question 25

where can case merge be setup?

Answer 25

In case merge in setup

Question 26

If duplicate cases are kept where do the go?

Answer 26

they will be added to the merged cases related list on the master case record.

Question 27

what do native features do?

Answer 27

help manage cases and improve the productivity of support agents.

Question 28

Support Process

Answer 28

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

Question 29

Service Console

Answer 29

A service console is a unified user interface for support agents that allows them to access multiple records and tools on a single screen

Question 30

Knowledge

Answer 30

Allows users to easily access the organizations knowledge base within Salesforce.

Question 31

a case can be associated with another case by linking the cases in the

Answer 31

Parent case field.

Hierarchy, or related case list

Question 32

cases that are associated with one another via the parent case field are shown in a

Answer 32

case hierarchy

Question 33

all cases directly below a parent case in a case hierarchy are displayed in

Answer 33

related case related list.

Question 34

What are milestones

Answer 34

time-dependent steps in a support process. it helps agents give consistent support service to customers.

Question 35

Case collaboration

Answer 35

Include tools that allow support agents to efficiently communicate internally and externally with customers for faster resolution.

Question 36

What goes into case collaboration?

Answer 36

Case feed: all case updates can be tracked and displayed from case field, Case comment: Is a communication tool that can be used to post updates on the case internally or publicly, Case emails: can be sent from and received into the case record