(Service and support applications 13%) Review Flashcards
what is a case process?
A case process is a support process that defines the stages different case 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, not just internal comments
what can you set in case settings
default case owner, notifications and when they are sent, and templates used for notifications
what are come case key fields?
status to define where in the life cycle the case is, case type, case reason, case priority , case origin.
what are the ways cases can be captured on 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 tools available?
case queues, auto response rule, 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?
only for salesforce classic. 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 and visual force or it can be totally custom visualforce pages
which feature license is required to setup 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. Articles types can have different templates and page layouts
which app can be created to allow support agents to manage multiple case records on a single screen in salesforce?
service console app
which widgets can be used to attach an article to a case?
article, article case feed and knowledge one widgets
which lightning object is used in salesforce to create a detailed description of a customer is and its resolution
knowledge
which salesforce features can be used in an email to a customer by a support agent in order to improve efficiency?
email template, quick text, and merge fields
what can an employee community be used for?
giving employees access to onboarding, training, recruiting, ticketing, human resource enquires, etc.
what are some of the features that can be accessed by partners in partner community
streamlined onboarding, lead qualification, lead distribution, opportunity management, deal registration, quoting etc.
what can be used to grant a high-volume community user access to any records associated with their contact?
sharing set
how can customers fin solutions in a customer service community?
by gaining access to the company’s knowledge base, support agents, and pee-to-peer support
which type of field can be used to link leads to article versions?
lookup relationship
which type of access allows a partner user to access data owned by other partner users who have the same role or a role below them?
super user access
what can be used to search for articles in lightning experience
global search and knowledge component
which type of case fields can be used for data category mapping
text and picklist fields
what can be made required for web-to-case to ensure that irrelevant or unwanted cases are not generated
reCAPTCHA verification
what are marketing development funds (MDF)?
they are granted by a company to channel partners so that they can market the company’s products
