(Service and support applications 13%) Identify how to automate case management

Question 1

case teams

Answer 1

allow users to collaborate to resolve a case

Question 2

escalation rules

Answer 2

make sure the case resolved in a timely manner

Question 3

case automation features (10)

Answer 3

case assignment rule, case auto-response rule, case escalation rule, web-to-case, email-to-case, case teams, case queues, macros, ownership transfer, support channels & features

Question 4

how can assignment rules be triggered?

Answer 4

when manually adding a case, when a case is submitted via email, website, or community

Question 5

how do case auto-response rules differ from email alerts?

Answer 5

case auto-response rules are 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 6

what can escalation actions do?

Answer 6

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

Question 7

web-to-case

Answer 7

a form that can be included on the company’s website to capture cases. Limit to 5000 cases a day.

Question 8

what would be the benefit to using reCaptcha verification on web-to-case?

Answer 8

allows for verified requests to become cases, so you can reject spam!

Question 9

what is email-to-case and how can it be configured?

Answer 9

cases can be generated from customer emails sent to the company’s support email address.

email route
multiple email ‘routing addresses’ can be configured.

unique case settings
the default owner, priority and origin for each routing address can be set

Question 10

two options available for email-to-case

Answer 10

email-to-case and on-demand email-to-case

Question 11

email-to-case vs on-demand email-to-case installation

Answer 11

email-to-case: requires an agent to be installed behind a firewall
on-demand email-to-case: forwards emails from support email addresses to the email addresses to the email service address provided by salesforce.

Question 12

case teams

Answer 12

admins can set up case teams in order for support users to collaborate on closing cases

Question 13

view case teams

Answer 13

teams are added to the case page layout under related lists.

Question 14

member roles

Answer 14

roles need to be created first in case teams roles setup and the level of access for each role can be determined

Question 15

role access levels can be

Answer 15

private, read only, read/write, and visible in customer portal

Question 16

benefit of predefined case teams

Answer 16

users can quickly add people they frequently work with on cases.

Question 17

what happens when there are open activities and the case is transferred to another user.

Answer 17

the open activities are transferred as well.

Question 18

when reassigning ownership two options are displayed

Answer 18

automate or opt out

automate: applies the assignment rules upon record save(may change ownership)

opt out( does not apply assignment rule)

Question 19

who can use the manage cases permission to change ownership in multiple cases from a list view

Answer 19

administrators

Question 20

queue members can be

Answer 20

users, roles, or public groups

Question 21

what are salesforce support channels?

Answer 21

call center, Live agent, Communities, SoS (service on salesforce)

Question 22

what two things are a crucial aspect when configuring case management automation features.

Answer 22

case picklist field values and record types

Question 23

usage of macros

Answer 23

for repetitive tasks!

Question 24

functionality of macros

Answer 24

macro utility items can make actions quicker and improve efficiency

Question 25

macro actions include

Answer 25

insert field values, replace field values, post to social networks, search knowledge articles

Question 26

what needs to be enabled to use prebuilt macros

Answer 26

“show closed statuses in case status field”

Question 27

what are the two major steps in creating macros?

Answer 27

1. define the basic information ( macro name, description, and the object where the macros apply to)
2. create a set of instructions( in macro builder a user can define a set of instructions that tell the system how to complete a task.)

Question 28

what are bulk macros?

Answer 28

bulk macros can be used to perform actions on multiple records at the same time and are available in list views. Is distinguishable by a lightning icon.

Question 29

when can a feedback survey be automatically be sent to the case contact

Answer 29

when a case is closed, or when case auto-response rules are met.

Question 30

where can response data be viewed?

Answer 30

on the analyze tab of the survey builder. or by using a salesforce surveys object, which can then be used for custom reports and dashboards

Question 31

what can be used to schedule the sending of surveys?

Answer 31

a flow

Question 32

do surveys need to be enabled in setup

Answer 32

yes

Question 33

survey invitation rules

Answer 33

can be used to send rule-based surveys, specific survey participants can be targeted using rules

Question 34

Your agents are specialized experts on different products, and you want the agent to only takes cases for their specialty

Answer 34

Case Assignment Rules: Create case assignment rules so users specialized in computers can take all cases related to computers, the TV expert to take TV cases, etc

Question 35

Your customers are global and submit cases in different languages. You want to make sure an agent can communicate with the customer.

Answer 35

Case Assignment Rules:
A case assignment rule can be set up to route cases to appropriate agents based on language. This would ensure that the right agents are able to communicate with the customers

Question 36

Your customers are constantly calling to check the status of their repair case

Answer 36

Workflow Rules: Set up a workflow rule to email the customer of each status change, reducing the number of phone calls from customers requesting an update

Question 37

Customers submit cases through email and are unsure if their email was received or when to expect a response

Answer 37

Auto-Response Rules: Set up an auto-response rule to email the customer when the submission is received and a case is created

Question 38

Your company runs on a strict 5-day resolution time for cases. Any cases that have not been resolved within 3 days should be notified to a manager

Answer 38

Case Escalation Rules: Set up an escalation rule to notify a user’s manager if it is day 3 and the case has not been resolved

Question 39

Cases are auto-assigned to queues. Users go into the queue and take the first case they see, working off a never-ending caseload. Your managers are concerned about older cases being ignored

Answer 39

Case Escalation Rules: To ensure older cases aren’t ignored, set up an escalation rule to notify the queue of cases that have been in the queue and unassigned for more than 2 days

Question 40

Several of your incoming cases are related to billing issues and customers wanting to verify work performed. Instead of having just finance on the case and emailing out to verify information, you want to incorporate all communication in Salesforce.

Answer 40

Case Teams: Build a case team that can include project managers and technicians so they can comment directly on the case feed or reply to the customer themselves

Question 41

Many cases involve customers requesting product enhancements or asking when new features will be released. Your support agents don’t have the knowledge to resolve on their own and often reach out to the product managers and developers for assistance

Answer 41

Case Teams: Create case teams for each product line, including the product managers and developers, so they can provide you with the correct answer to give the customer

Question 42

Your customers mention the long wait times when calling in for service. You already have a well-developed company website and want to find a way to allow customers to submit support requests via the company website

Answer 42

Web-to-Case: Web-to-Case can generate HTML which can be placed on your company website. Customers can then submit support requests from your website which will create cases automatically

Question 43

Your company has a support email that customers use to request support. You are spending a lot of time transferring the contents of emails and creating cases in Salesforce to manage the support requests

Answer 43

Email-to-Case: Set up email-to-case, so users can simply email in issues and cases are created automatically