Service and Support Applications Flashcards
• Describe the capabilities of case management (e.g., case processes, case settings, and case comments). • Given a scenario, identify how to automate case management (e.g., case assignment, auto-response, escalation, web-to-case, email-to-case, case teams). • Describe the capabilities of solution management (e.g., settings, categories, processes) and Salesforce Knowledge. • Describe the capabilities of the Community application (e.g. Ideas, Answers).
What are some Case Management features?
Case Key Fields include Status to define where in the life-cycle the case is, Case Feeds, Case Views and Queues and Case Owner Reassignment
What are the ways Cases can be captured on Salesforce?
Cases may be manually created by users onto a Case Record page, or be automatically captured when Admins setup Web-to-Case, Email-to-Case or On-Demand Email-to-Case. Customers may create cases from a Community, Customer Portal, Self Service Portal or Chatter Answers.
What are the Case automation tools available?
Case Queues, Auto Response Rules, Escalation Rules, Assignment Rules, Macros.
What is the purpose of Case Teams?
Case Teams are set up so users can take on predefined roles and work together to close a Case.
What is a Solution?
Information that addresses known customer issues and the resolution taken. They are accessible from Cases, Portals and Public Websites. Solutions can be created when closing a case. Solutions can be managed from the Solutions tab to users who have access to it.
What are the basic capabilities of a Customer Community?
Allows layers of access for users to manage cases, access solutions and knowledge, ideas, answers, documents, content, custom objects and reports. Functionality is similar to the Service Cloud.
What are the basic capabilities of a Partner Community?
Allows access for partners to leads and opportunities to collaborate on sales opportunities (Sales Cloud) as well as including the functionality available in the Customer Community (Service Cloud).
What is Chatter Answers?
Functionality that enables user to ask, comment on and answer questions from other users. The best answer to the question can be selected.
How do Chatter Questions work?
Users can ask questions in a feed, in groups or records and get an answer either by viewing a similar question/answer, suggested knowledge article or another users reply. The best answers can be selected.
What is Ideas?
Allows users to make suggestions related to a zone or theme. Other users can comments, promote or demote the suggestions.
What are Article Types?
Containers for different types of articles such as FAQ, Instructions. Article types can have different templates and page layouts.
Where is Knowledge Accessible?
Channels define the visibility of an article and can be set to Internal, Customer Community, Partner Community or Public Website.
What are the users interface options when creating a Community?
A community can use a predefined template. It can use standard Salesforce tabs and VisualForce or it can be totally custom VisualForce pages.
