Service and Support Applications Flashcards
Customer Service application that can help provide and track excellent Service
Service Cloud (Service Setup Home - Setup)
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
Omni-Channel (Setup)
A ___ is a set of instructions that tells the system how to complete a repetitive task to provide consistency
Macros (example: a macro can enter the subject line for an email and update the case status)
Enable _____ to help determine if customers are eligible for customer support so you can create cases for them
Entitlement (Setup)
Quick access to productivity tools
Utility Bar (Lightning App Builder)
Helps users create, manage and resolve cases and inquiries quickly
Support Processes (Setup)
Specify the conditions under which a case escalates
Escalation Rules (Setup)
Specify when and what happens to a case when it escalates
Escalation Actions (Setup)
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.
Auto-response Rule (Setup)
Let agents combine up to three cases to create a single, easy-to-access case
Enable Case Merge (Setup)
The default owner of a case when assignment rules fail to locate an owner
Default Case Owner (Setup-Support Settings)
A help desk that lets anyone on your service team see a personalized view of each customer and their case
Service Console (App Manager)
Lists of different types of cases to prioritize the support teams workload
Queues (Setup-Users)
Automatically assign incoming cases to specific agents so that the right people work on the right cases.
Case Assignment Rules (Setup)
Use ___ to insert predefined messages into customer conversations and records
Quick Text
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
Omni-Channel (Setup)
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.
Entitlement Management (Setup)
Customize a case page’s contents, like the fields and buttons that appear on the page, along with what is visible to whom
Page Layout Editor (Object Manager)
Customize the structure of the page, and the position of its components
Lightning App Builder
Email service, web form service, call center, self-service help center, chat, messaging, field service
Digital Engagement Channels (Service Cloud Setup)
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
Knowledge Base (Service Setup)
Determine which fields are displayed to your users on a record (add fields, sections, links/buttons)
Page Layouts (Object Manager)
Offer different support processes, picklist values and page layouts to different users
Record Types (Object Manager)
Apply a ____ to different record types
Page Layouts
Apply page layouts to different _____
Record Types
Create new Support Process
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)
Where do you set up the Service console by creating users, enabling knowledge
Service Setup (Gear icon)
Lightning console app that allows you to customize case management needs and access all things case-related all from one screen
Service Console
Using ____ you can quickly and easily automate notification of new cases for the specified criteria
Process Builder (Setup)
Modify ______ to include entitlements, notes & attachments and approval history related lists to a case record
Page Layouts
_____ are timelines that include all of the steps that your support team must complete to resolve cases
Entitlement Process (steps are milestones)
Each of these processes includes the logic necessary to determine how to enforce the correct service level for your customers
Entitlement Process
Add warning actions and email alerts to ____ to alert support agents of upcoming steps and timelines
Milestones (Setup)
Where do you view/create service contracts?
App Launcher- Service Contracts
The ____ shows you how much time is remaining before hitting milestones within an Entitlement process
Milestone Tracker (lightning component)
