Service and Support Applications Flashcards
What is a case?
Cases are customizable records that track and manage customer support interactions, such as questions, complaints or requests.
What channels can be used for automated case creation?
Cases can be automatically created from email, web, chat, or phone.
What is an auto-response rule?
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.
What is a case assignment rule?
Case Assignment Rules are used to automatically assign cases to queues or users when they are created.
What does the merge cases button do?
A button can be clicked to merge up to 3 duplicate cases to create one master record.
When is the clone case button typically used?
When reopening an old case.
What does the New child case button do?
A feed action that allows creating a new case from an existing case record. A parent-child relationship is established between these records.
What is a service console?
A service console is a unified user interface for support agents that allows them to access multiple records and tools on a single screen.
What field is used to associate two cases?
Parent Case field
What are milestones?
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.
What is Salesforce Knowledge?
Knowledge articles can be referenced to assist in resolving a case. Example article types include FAQ’s, product manuals, processes, guidelines and tutorials.
What is Einstein Search for Knowledge?
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.
What is the difference between public and private case feed items?
Private is only visible to internal users. Public is also visible to external users.
What does the All With Access button do?
The feed posts can be made publicly visible to external users by selecting the ‘All with access’ option under the ‘To’ dropdown list.
What are case comments?
Comments are a related list item that stores external conversation between the agent and customer or just internal notes by the agent.
What are email draft approvals?
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.
What is Omni-Channel?
Omni-Channel can be used to route work requests to the most available and qualified support agents.
What is Omni-Channel supervisor?
Omni-Channel Supervisor can be used to monitor agent workloads and the work items that are routed by Omni-Channel.
What is the Omni Supervisor Agents tab?
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.
What is Omni-Channel Flow?
Omni-Channel Flow consists of all the Omni-channel functionality brought within a Salesforce flow.
What are escalation rules?
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.
What are the available escalation actions?
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
What does a user need to be change ownership in multiple cases from a list view?
“Manage Cases” permission.
Who can be assigned as members of a queue?
Users, roles, or public groups.
What are the SF advanced support channels?
Call Center
Live Agent
Communities
What are irreversible macros?
Irreversible macros perform actions that can’t be undone, such as sending outbound emails to customers or updating a case status.
What is a bulk Macro?
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.
What are the two major steps in creating a macro?
The first is to define the basic information and the second is create a set of instructions.
Why would you use Case Comments versus the Case feed?
When you want to track comments made by customers, not just internal comments
