Service and Support Applications

Question 1

E-mail Alert

Answer 1

• Can be sent to anyone in SF
• Up to 10 e-mails cna be added on each criteria

Question 2

4 Examples of Escalation Actions

Answer 2

1.) Reassign a Case to a User or Queue
2.) Notify a User through e-mail
3.) Notify the Case owner through e-mail
4.) Notify up to 5 selected e-mail addresses

Question 3

Knowledge

Answer 3

• Support agents can browse for and create these types of articles
• Can be referenced to assist in resolving a case
• These can be associated with Cases
• Example article types include FAQ’s, product manuals, processes, guidelines, and tutorials

Question 4

Support Process

Answer 4

• A process that defines the stages different Cases may go through in their lifecycle
• ‘Case Status’ is one of the key fields on the ‘Case Record Detail’ page
• Can be related to a Case Record Type
• Stages are determined through Picklist values in the ‘Status’ field of a Case’s record page
• An Approval Process can be set up for certain support Cases to require approval between Stages

Question 5

3 Ways to Close a Case

Answer 5

1.) Feed Action - The System Admin can create a custom action that will update the status of the Case from the Feed
2.) A Path - Displays the progress of the Case based on the ‘Status’ field. It can be used to update the Case status
3.) Status Field - If proper permission is enabled, this field can be used to close the Case

Question 6

5 Buttons that can be made available on the Case Record Page

Answer 6

1.) Accept Case
2.) Merge Cases
3.) Clone
4.) Change Owner
5.) New Child Case

Question 7

Support Settings

Answer 7

Can help Users automate case management

Question 8

5 Case Key Fields

Answer 8

1.) Status to define where in the life cycle the case is
2.) Case Type
3.) Case Reason
4.) Case Priority
5.) Case Origin