Service Cloud Flashcards
How can you make browsing for solutions easier for support agents?
You can use solution categories to group similar solutions together. Categorizing solutions makes them easier to find. Once solutions are categorized, users can browse· for and find solutions by category from the Solutions tab or when solving a case.
What is one difference between Solutions and Knowledge?
- Knowledge requires licensing and Solutions does not.
- You can create a Knowledge article and attach it to a case before the case is closed. You cannot create a Solution within an open case record.
- Knowledge articles are assigned version numbers. The Articles related list on a case will show the article version number and the article will be marked as outdated if there is a newer version.
- You can configure article types and data categories to allow for more readable, consistent, and relevant articles. Article types dictate the look and feel of articles and data categories dictate visibility.
- If enabled, agents can email Knowledge articles as PDF documents to customers.
What is the difference between email-to-case and on-demand email-to-case?
You would use on-demand email-to-case if your organization is not concerned about keeping email traffic within its firewall and it does not need to accept attachments larger than ten megabytes from customers. Otherwise, you would use email-to-case, which requires you to download the email-to-case agent from developerforce.com and install the agent behind the network’s firewall.
Which Support Settings do you need to configure before setting up assignment rules, escalation
rules, web-to-case, and email-to-case?
Default Case Owner and Automated Case User
What section of the Service Cloud console and Case Feed allow users to get up to speed
quickly on the details of a case?
The customizable Highlights Panel keeps the most important information about a case at
the top of each page .
