Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Salesforce Admin Certification > Service and Support Applications > Flashcards

Service and Support Applications Flashcards

1
Q

What is a case?

A

Cases are customizable records that track and manage customer support interactions, such as questions, complaints or requests.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

What channels can be used for automated case creation?

A

Cases can be automatically created from email, web, chat, or phone.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

What is an auto-response rule?

A

An auto-response rule can be set up to automatically send quick replies to customers to let them know that the company has received their case.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What is a case assignment rule?

A

Case Assignment Rules are used to automatically assign cases to queues or users when they are created.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

What does the merge cases button do?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

When is the clone case button typically used?

A

When reopening an old case.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

What does the New child case button do?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

What is a service console?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

What field is used to associate two cases?

A

Parent Case field

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

What are milestones?

A

Milestones represent time-dependent steps in a support process. It helps agents give a consistent support service to customers. They can be added to Cases or Work Orders.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What is Salesforce Knowledge?

A

Knowledge articles can be referenced to assist in resolving a case. Example article types include FAQ’s, product manuals, processes, guidelines and tutorials.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What is Einstein Search for Knowledge?

A

Einstein Search for Knowledge provides filters to find relevant articles faster and respond to users more accurately. It supports multi-language search and provides AI-based algorithms for accuracy.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What is the difference between public and private case feed items?

A

Private is only visible to internal users. Public is also visible to external users.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

What does the All With Access button do?

A

The feed posts can be made publicly visible to external users by selecting the ‘All with access’ option under the ‘To’ dropdown list.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

What are case comments?

A

Comments are a related list item that stores external conversation between the agent and customer or just internal notes by the agent.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

What are email draft approvals?

A

Email draft approval allows emails to be sent to designated approvers for approval prior to being sent to a client, allowing managers to review it first. ‘Enable Email Drafts’ should be selected in Support Settings.

17
Q

What is Omni-Channel?

A

Omni-Channel can be used to route work requests to the most available and qualified support agents.

18
Q

What is Omni-Channel supervisor?

A

Omni-Channel Supervisor can be used to monitor agent workloads and the work items that are routed by Omni-Channel.

19
Q

What is the Omni Supervisor Agents tab?

A

The Omni Supervisor Agents tab can be used to see agents’ online and offline statusdurations and their assigned work capacity, plus manage their queues and skills.

20
Q

What is Omni-Channel Flow?

A

Omni-Channel Flow consists of all the Omni-channel functionality brought within a Salesforce flow.

21
Q

What are escalation rules?

A

Escalation rules can be used to perform actions such as rerouting a case and/or sending email notification to a user when it meets a certain criteria.

22
Q

What are the available escalation actions?

A

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

23
Q

What does a user need to be change ownership in multiple cases from a list view?

A

“Manage Cases” permission.

24
Q

Who can be assigned as members of a queue?

A

Users, roles, or public groups.

25
Q

What are the SF advanced support channels?

A

Call Center

Live Agent

Communities

26
Q

What are irreversible macros?

A

Irreversible macros perform actions that can’t be undone, such as sending outbound emails to customers or updating a case status.

27
Q

What is a bulk Macro?

A

A bulk macro is an irreversible macro that agents can run on multiple cases at the same time. Agents typically use a bulk macro to respond to cases about the same issue.

28
Q

What are the two major steps in creating a macro?

A

The first is to define the basic information and the second is create a set of instructions.

29
Q

Why would you use Case Comments versus the Case feed?

A

When you want to track comments made by customers, not just internal comments

Salesforce Admin Certification (8 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions