Service and Support Applications

Question 1

Customer Service application that can help provide and track excellent Service

Answer 1

Service Cloud (Service Setup Home - Setup)

Question 2

Comprehensive customer service solution that lets your call center route any type of incoming work type (including cases, chats and leads) to the most qualified available agent

Answer 2

Omni-Channel (Setup)

Question 3

A ___ is a set of instructions that tells the system how to complete a repetitive task to provide consistency

Answer 3

Macros (example: a macro can enter the subject line for an email and update the case status)

Question 4

Enable _____ to help determine if customers are eligible for customer support so you can create cases for them

Answer 4

Entitlement (Setup)

Question 5

Quick access to productivity tools

Answer 5

Utility Bar (Lightning App Builder)

Question 6

Helps users create, manage and resolve cases and inquiries quickly

Answer 6

Support Processes (Setup)

Question 7

Specify the conditions under which a case escalates

Answer 7

Escalation Rules (Setup)

Question 8

Specify when and what happens to a case when it escalates

Answer 8

Escalation Actions (Setup)

Question 9

Set of conditions for sending automatic email responses when submitted through a self-service portal, customer portal, web-to-case form, email-to-case form and on-demand email-to-case message.

Answer 9

Auto-response Rule (Setup)

Question 10

Let agents combine up to three cases to create a single, easy-to-access case

Answer 10

Enable Case Merge (Setup)

Question 11

The default owner of a case when assignment rules fail to locate an owner

Answer 11

Default Case Owner (Setup-Support Settings)

Question 12

A help desk that lets anyone on your service team see a personalized view of each customer and their case

Answer 12

Service Console (App Manager)

Question 13

Lists of different types of cases to prioritize the support teams workload

Answer 13

Queues (Setup-Users)

Question 14

Automatically assign incoming cases to specific agents so that the right people work on the right cases.

Answer 14

Case Assignment Rules (Setup)

Question 15

Use ___ to insert predefined messages into customer conversations and records

Answer 15

Quick Text

Question 16

Manage support agents’ priorities and their capacity to take on work items so that they’re given only the number of assignments that they can handle

Answer 16

Omni-Channel (Setup)

Question 17

Provide the correct level of support for customers. Define, enforce, and track service agreements and service contracts as part of an overall support management process.

Answer 17

Entitlement Management (Setup)

Question 18

Customize a case page’s contents, like the fields and buttons that appear on the page, along with what is visible to whom

Answer 18

Page Layout Editor (Object Manager)

Question 19

Customize the structure of the page, and the position of its components

Answer 19

Lightning App Builder

Question 20

Email service, web form service, call center, self-service help center, chat, messaging, field service

Answer 20

Digital Engagement Channels (Service Cloud Setup)

Question 21

Enable _____ to find, share and store information or answers related to cases to speed up service. Let customers find answers on their own from self-service help centers

Answer 21

Knowledge Base (Service Setup)

Question 22

Determine which fields are displayed to your users on a record (add fields, sections, links/buttons)

Answer 22

Page Layouts (Object Manager)

Question 23

Offer different support processes, picklist values and page layouts to different users

Answer 23

Record Types (Object Manager)

Question 24

Apply a ____ to different record types

Answer 24

Page Layouts

Question 25

Apply page layouts to different _____

Answer 25

Record Types

Question 26

Create new Support Process

Answer 26

Create new support process (Setup-Support Processes)
Add picklist values to Case record type field (fields & relationships)
Create record types for each process (Record Types)
Create page layouts to each record type (Page Layouts)
Create Case Queues for different support agent (Setup-Queues)
Create Case Assignment Rules (Setup-Case Assignment Rules)
Create escalation rules by adding rule entries and escalation action (Setup-Escalation Rules)

Question 27

Where do you set up the Service console by creating users, enabling knowledge

Answer 27

Service Setup (Gear icon)

Question 28

Lightning console app that allows you to customize case management needs and access all things case-related all from one screen

Answer 28

Service Console

Question 29

Using ____ you can quickly and easily automate notification of new cases for the specified criteria

Answer 29

Process Builder (Setup)

Question 30

Modify ______ to include entitlements, notes & attachments and approval history related lists to a case record

Answer 30

Page Layouts

Question 31

_____ are timelines that include all of the steps that your support team must complete to resolve cases

Answer 31

Entitlement Process (steps are milestones)

Question 32

Each of these processes includes the logic necessary to determine how to enforce the correct service level for your customers

Answer 32

Entitlement Process

Question 33

Add warning actions and email alerts to ____ to alert support agents of upcoming steps and timelines

Answer 33

Milestones (Setup)

Question 34

Where do you view/create service contracts?

Answer 34

App Launcher- Service Contracts

Question 35

The ____ shows you how much time is remaining before hitting milestones within an Entitlement process

Answer 35

Milestone Tracker (lightning component)