Service and Support Applications

Question 1

A System Administrator enables Case Feed actions and Feed Items in Support Settings.

WIth the appropriate Profile permissions enabled, what will the users see?

Answer 1

Cases will use Feeds layouts rather than the standard Page Layouts.

Question 2

Ursa Major Solar is expecting quality assurance issues with a product line. An administrator needs to use a standard object to track the extent of the problem.

Which standard object should be used?

Answer 2

Case

Question 3

Ursa Major Solar needs a case to be automatically created,

Which three features can an administrator use to accomplish this goal?

Answer 3

1. Process Builder
2. Web-to-Case
3. Email-to-Case

Question 4

Ursa Major Solar tracks both user issues and customer issues.

• A user issue can be logged as; new, waiting for reply, closed
• A customer issue can be logged as; new, working, closed

An administrator needs to track both case types. Which features should be used?

Answer 4

Record Types and Support Processes

Question 5

Ursa Major Solar needs to ensure compliance with a platinum service level agreement; therefore, cases that stay in the Tier 2 queue for longer than 4 hours must be re-assigned to the tier 3 queue.

Which Salesforce feature should be used to fulfill this requirement?

Answer 5

Case escalation rule

Question 6

Universal Containers wants internal support requests to be directed to any of the IT representatives. They want external support requests to be directed to customer support representatives based on the contact’s location.

What should the System Administrator use to set this up?

Answer 6

Assignment Rules and Queues

Question 7

Customers complain that they do not know when Comments have been added to their Cases.

Which configuration can a System Administrator implement to address this concern?

Answer 7

Enable Case Comment Notification to Contacts.

Question 8

Support Representatives at Universal Containers want the same Technical Engineer group to be associated with each new Case.

What should a System Administrator define to implement this requirement?

Answer 8

A Case Assignment Rule to associate the Case Team

Question 9

In which situation is the Case Contact notified when a support representative adds a new case comment?

Answer 9

The System Administrator enables Case Comment Notification to Contacts.

Question 10

What two valid assignee options should an administrator use to configure case assignment rules?

Choose 2 options.

Answer 10

1. Queue
2. User

Question 11

Which configuration action should be performed to ensure every Case gets assigned to a valid Owner?

Answer 11

Define the Default Case Owner in Support Settings.

Question 12

Universal Containers wants to allow potential customers to submit Cases for technical inquiries. They do not have resources to set up a call center and need to make support available through another means.

Which two options should they consider?

Choose 2 options.

Answer 12

1. Adding a link to a specified routing address for Email-to-Case
2. Generate Web-to-Case HTML code to add to the website

Question 13

Universal Containers uses an Auto-numbering system to uniquely identify each support request. They want customers to know this number as soon as possible.

Which two features should the System Administrator implement to allow customers have quick access to this information?

Choose 2 options.

Answer 13

1. Auto-response Rules
2. Self-service Portal

Question 14

Custom fields in the Lead object can be mapped to which two types of fields?

Choose 2 options.

Answer 14

1. Custom Opportunity
2. Custom Account

Question 15

High Priority cases at Ursa Major Solar need to get a response in less than 3 hours or escalated to a queue called “High Priority Queue.”

An administrator needs to configure the case management process to implement this requirement.

How should the administrator achieve this goal?

Answer 15

Create an escalation rule to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).

Question 16

An administrator at Ursa Major Solar is setting up case feed.

What should the administrator consider?

Answer 16

Chatter feed tracking must be enabled for the case object.

Question 17

Ursa Major Solar is setting up case assignment rules.

What are two places where the cases can be assigned?

Choose 2 options.

Answer 17

1. Queue
2. User

Question 18

The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process.

In which two locations can the System Administrator implement customer-facing email templates with respect to Cases?

Choose 2 options.

Answer 18

1. Case Auto-Response Rules
2. Support Reps’ Send Email Options

Question 19

Which feature should Ursa Major Solar use if they want their support agents who are skilled in a particular product line to own cases directly after customers log them from an automated channel?

Answer 19

Assignment rules