Service and support applications

Question 1

What is the key field on the case record detail page?

Answer 1

Status is one of the key fields on the case record detail page.

The case will go through a lifecycle where stages are determined through pick list of values in the status field of a case record page.

Question 2

True or False

Support processes with different sets of case status values can be defined and related to a case record type.

Answer 2

True

Question 3

Name two other important case record fields And details of the field data type:

Answer 3

Case number: auto number, read only and automatically assigned when a case is created.
1 Case type: picklist values that can be customized For the nature of the case.
2 Case reason: picklist values that can be defined to record for the reason it was opened.
3 Case priority: picklist values that determine the value of urgency in solving the problem.
4 Case origin: picklist values used to record where the case came from.
5 Comments: valuable information that can help recall problem or help solve issue.

Question 4

True or False

When a user is working on a case collaboratively with their teammates do they need to have chatter open?

Answer 4

False

The case feed can be used for users to collaborate to resolve a case. It is a chatter feed on the case record and users can comment and follow the case comments in chronological order.

Question 5

True or False

Can cases be automatically created from emails?

Answer 5

True

Emails sent by customers using email to Case can create cases automatically.

Question 6

What are some of the options case emails have to offer?

Answer 6

1 Auto response rule can be set up automatically to send quick replies to customers.
2 Emails can be sent to customers using email action in the case feed.
3 Email templates quick text and merge fields can be inserted in emails.
4 Support agents can respond to customer emails using drop down menu.
5 Reply, reply all, and forward actions are available for emails.
6 Email notifications option when a case is created updated or commented on.
7 email notification Option for ownership change.

Question 7

Select all of the accurate descriptions of solutions: A: a solution is a detailed description of an issue related to a case and its resolution.
B: solutions can be created, reviewed, and categorized. Support agents can browse for and find solutions by category from the cases or solutions tab.
C: solutions can be made public and also published to a self-service community.
D: multilingual and HTML solutions can be enabled.
E: a support agent can create a new solution while closing a case.

Answer 7

A B C D E

Question 8

What are at least three related items that can be tracked or accessed from a cases record page?

Answer 8

Emails, case milestones, articles, solutions are all examples of related items that can be tracked or accessed from a cases record page.

Question 9

Your agents Are specialized experts on different products and you want the agents to only take cases of their specialty. What do you do and how do you automate it?

Answer 9

Case assignment rules. Create the case assignment rules so users specialized in computers take all cases related to computers, the TV experts take TV cases, etc.

Question 10

Your customers are constantly calling to check the status of their repair. What is an automated option?

Answer 10

Workflow rules - set up an automated response rule to email the customer of each status change, reducing the number of phone calls from each customer requesting an update.

Question 11

Cases are auto assigned to queues. Users go into the queue and take the first case they see working off a never ending caseload. Your managers are concerned about older cases not getting worked. How can they resolve this in an automated fashion?

Answer 11

Case escalation rules - To ensure older cases aren’t ignored, set up an escalation rule to notify the queue of cases that have been in the queue and assigned for more days.

Question 12

Your company has the support email the customer is used to report support. You are spending a lot of time transferring the contents of the emails and creating cases in the sales force management system support requests. What can you do to automate these requests?

Answer 12

Email to case - set up email to case, so users can simply email in issues and you can manage within salesforce.

Question 13

When can assignment rules be triggered?

Answer 13

Assignment rules can be triggered when manually adding a case or when a case is submitted via email, website or community.

Question 14

How many web to case cases can be created daily?

Answer 14

Web to case can capture up to 5000 cases a day

Question 15

Where can chatter feed item be used?

Answer 15

Chatter feed item can be used in groups, profiles, objects, topics and news feeds.

Question 16

What is a case process?

Answer 16

A case process is the support process that defines the stages different cases may go through in their life cycle.

Question 17

When would you use case comments versus the case feed?

Answer 17

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

Question 18

What can you sit in case settings

Answer 18

Default case owner, notifications and when they are sent, and templates used for notifications.

Question 19

What are some case management features?

Answer 19

Case key fields include status to define where in the lifecycle the case is, case feeds, case views and queues and case owner reassignment.

Question 20

What are the Waze cases can be captured on salesforce?

Answer 20

Cases can manually be created by users onto a case record page or be automatically captured when admin set up 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.

Question 21

What are the keys animation tools available?

Answer 21

Case queues, auto response rules, escalation rules, assignment rules, macros.

Question 22

What is the purpose of case teams?

Answer 22

Case teams are set up so users can take on pre-defined rules and work together to close the case.

Question 23

What are the basic capabilities of a customer community?

Answer 23

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.

Question 24

What are the basic capabilities of a partner community?

Answer 24

Allows access for partners to leads and opportunities to collaborate on sales opportunities as well as including the functionality available to the customer community. Networking

Question 25

How do Chatter questions work?

Answer 25

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 answer can be selected. (Like my Google searches)

Question 26

What are ideas?

Answer 26

Ideas allow users to make suggestions related to the zone or theme. Other users can comment promote or demote. (Like voting an idea for salesforce to work on next)

Question 27

What are the user interface options when creating a community?

Answer 27

A community can use a pre-defined template. It can use standard salesforce tabs and visual force or it can be totally custom visual for his pages.

Question 28

Which user license is required to set up salesforce knowledge?

Answer 28

Knowledge user

Question 29

Where is knowledge accessible?

Answer 29

Channels define the visibility of an article and can be Set to internal, customer Community, partner community or public website.

Question 30

What are article types?

Answer 30

Article types are containers for different types of articles, such as FAQ and instructions. Article types can have different templates and page layouts.

Question 31

Which app can be created to allow support agents to manage multiple case records on a single screen in salesforce?

Answer 31

Service Console app

Question 32

Which object is used in salesforce to create a detailed description of a customer issue and it’s resolution?

Answer 32

Solution

Question 33

What can be used to grant a high-volume community user access to any wreckers associated their contact?

Answer 33

Sharing set

Used to grant keywords

Question 34

Which type of case field can be used for data category mapping?

Answer 34

Text and pick list fields

data type fields would’ve been a better question

Question 35

What can be made required for web to case to ensure that irrelevant or unwanted cases are not generated?

Answer 35

re-CAPTCHA verification