Service Cloud Applications: 10%

Question 1

What are Entitlements?

Answer 1

Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They’re typically used to represent terms in service agreements.

Question 2

What 4 objects can you associate entitlements with?

Answer 2

accounts, assets, contacts, and service contracts

For example, a phone support entitlement can be added to an account. When a contact from that account calls your service department, support agents can quickly verify that they’re entitled to phone support.

Question 3

What’s are Entitlement Processes?

Answer 3

Entitlement processes are timelines that contain all the steps that agents must complete to resolve a support record.

Question 4

Where can you view and manage entitlements in Salesforce?

Answer 4

View and manage entitlements in Salesforce from the Entitlements tab.

Question 5

What can you set up to restrict the entitlements that users can select on a case?

Answer 5

Set up lookup filters on entitlement-related case fields to restrict the entitlements that users can select on a case.

For example, when experience users create a case and use the lookup on the Entitlement Name field, you can set up lookup filters so they can choose only entitlements registered to their account or contact.

Question 6

What are Entitlement Templates?

Answer 6

Entitlement templates let you predefine terms of support that users can add to products.

You can create entitlement templates for specific products so support agents can quickly add the right entitlement whenever a customer purchases the product. For example, you can create entitlement templates for web or phone support so agents can easily add entitlements to products offered to customers.

Question 7

Purchased or installed products are represented in Salesforce as _______.

Answer 7

Purchased or installed products are represented in Salesforce as assets.

That means:

A product (for example, “Laser Scanner”) is linked to an entitlement template

A corresponding asset (for example, the laser scanner purchased by ABC Labs) is linked to an entitlement that was created from the entitlement template

Question 8

True or False?

Entitlements automatically apply to cases created using Web-to-Case, Email-to-Case, or experience.

Answer 8

FALSE

Entitlements DO NOT automatically apply to cases created using Web-to-Case, Email-to-Case, or experience.

Question 9

True or False?

You can add entitlements to Web-to-Case, Email-to-Case, or experience with Apex code.

Answer 9

TRUE

You can add entitlements to Web-to-Case, Email-to-Case, or experience with Apex code.

Question 10

You can view entitlements on the Entitlements tab or the Entitlements related list on which four object pages?

Answer 10

You can view entitlements on the Entitlements tab or the Entitlements related list on:

• Accounts
• Assets
• Contacts
  
  • NOTE In Lightning Experience, the Entitlements related list isn’t available on Contacts.
• Service contracts

Question 11

Where can you go to create entitlements?

Answer 11

You can create and edit entitlements from the Entitlements tab or the Entitlements related list on accounts, assets, or service contracts.

Question 12

True or False?

When you create a contact on an account, the contact automatically inherits an entitlement from the account.

Answer 12

FALSE

Keep in mind that when you create a contact on an account, the contact DOES NOT automatically inherit an entitlement from the account. Your admin may set up automation that creates an entitlement for new contacts on an account.

Question 13

You can’t delete an entitlement for some reason. What could that reason be?

Answer 13

You can’t delete an entitlement with an open case or work order.

If a roll-up summary field has been added to the Contact object that counts related entitlement contacts and you can’t delete entitlements with contacts.

Question 14

True or False?

You can share entitlements.

Answer 14

FALSE

You CANNOT share entitlements. Entitlements use the same sharing model as the account they’re associated with. To update an entitlement, you need Read access on the parent account.

Question 15

True or False

Associating a customer with an entitlement automatically will share the entitlement with them.

Answer 15

FALSE

Associating a customer with an entitlement DOES NOT share the entitlement with them. For customers to be able to see their entitlements, entitlements must be set up in your external experience.

Question 16

What is an Entitlement?

Answer 16

Entitlement

A unit of customer support in Salesforce, such as “phone support” or “web support.” It’s typically used to represent terms in warranties. You can associate entitlement with accounts, assets, contacts, and service contracts. View entitlements from the Entitlements tab or the Entitlements related list on accounts, assets, contacts, and service contracts.

Question 17

What is an Entitlement Contract?

Answer 17

Entitlement Contact

Contacts who are entitled to customer support—for example, a named caller. The Contacts related list on an entitlement shows which contacts are eligible for that entitlement. You can remove or add contacts directly from the related list, or by updating the contact record itself. Your business may not allow you to provide support to customers unless they are a contact on the entitlement.

Question 18

True or False?

Entitlement contacts have page layouts, search layouts, buttons, links, and record types.

Answer 18

FALSE

Entitlement contacts don’t have page layouts, search layouts, buttons, links, or record types.

Question 19

True or False?

The same visibility and sharing settings that apply to the parent account apply to contacts.

Answer 19

TRUE

Yes, the same visibility and sharing settings that apply to the parent account apply to contacts.

Question 20

What is an Entitlement Template?

Answer 20

Entitlement Template

Predefined terms of customer support that can be quickly added to products in Salesforce. For example, you can create entitlement templates for phone or web support so users can easily add entitlements to products purchased by customers.

Question 21

What is Entitlement Management?

Answer 21

Entitlement Management

A collection of Salesforce features that help you provide the correct service levels to your customers.

Question 22

What 4 other things can Entitlement Management include besides Entitlements (which let support agents determine whether a customer is eligible for support)?

Answer 22

• Entitlement processes, which are timelines that include all the steps that your support team must complete to resolve support records like cases or work orders.
• Service contracts, which let you represent different kinds of customer support agreements like warranties, subscriptions, or maintenance agreements. You can restrict service contracts to cover specific products.
• Experience access to entitlements, which lets experience users view entitlements and service contracts and create support records from them.
• Reporting on entitlement management, which lets you track the way entitlements are used in your Salesforce org and whether service contract terms are being met.

Question 23

What is a Service Contract?

Answer 23

Service Contract

A customer support agreement between you and your customers. Service contracts in Salesforce can represent warranties, subscriptions, service level agreements (SLAs), and other types of customer support. View service contracts in the Service Contracts tab or on the Service Contracts related list on accounts and contacts.

Question 24

What is a Contract Line Item?

Answer 24

Contract Line Item

Specific products covered by a service contract. View contract line items in the Contract Line Items related list on service contracts (not contracts!). You can only use contract line items if your org uses products.

Question 25

What is an Entitlement Process?

Answer 25

A timeline that includes all the steps (milestones) that support agents must complete to resolve a support record. Each process includes the logic needed to determine how to enforce the correct service level for your customers.

Entitlement processes come in two types: Case and Work Order.

Question 26

True or False?

An Entitlement must be associated with an Entitlement Process

Answer 26

FALSE

Not all entitlements need processes.

For example, a simple entitlement might just state that a customer is eligible for phone support 24/7. If you need to add time-dependent steps or service levels to that definition—for example, if you want a supervisor to be notified by email when a customer’s case goes unresolved for two hours—you need an entitlement process.

Question 27

What is a Milestone?

Answer 27

A required step in your entitlement process. Milestones are metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Time on cases.

Question 28

What is a Milestone Action?

Answer 28

A time-dependent workflow action that occurs on a milestone in an entitlement process.

For example, you might add the following actions to a milestone:

Send an email alert to certain users one hour before a first response milestone is scheduled to expire

Update certain fields on a case one minute after a first response is completed

Question 29

What are the three types of milestone actions?

Answer 29

Success actions are triggered when a milestone is completed

Warning actions are triggered when a milestone is about to be violated

Violation actions are triggered when a milestone is violated

You can automate tasks, email alerts, field updates, and outbound messages for each action type.

Question 30

In Lightning Experience, the Case Milestones related list doesn’t support the ____ _____ field.

Answer 30

In Lightning Experience, the Case Milestones related list doesn’t support the Business Hours field.

Question 31

Which option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated?

Answer 31

milestone feed items

Question 32

What gives support agents a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones? You can add it to the case feed, work order feed, a custom page, or the Service Console.

Answer 32

The milestone tracker

Question 33

If you wanted the milestone tracker to display time remaining or time overdue in business hours, what steps can you follow?

Answer 33

To make it display time remaining or time overdue in business hours, follow these steps.

1. From Setup, enter Entitlement Settings in the Quick Find box, then select Entitlement Settings.
2. In the Milestone Tracker section, deselect Show the time remaining in actual hours, not business hours.
3. Click Save.

Question 34

How would a validation rule formula look that prevents users from selecting milestone completion dates that are earlier than the case creation date?

Answer 34

Error Condition Formula CompletionDate < Case.CreatedDate

Error MessageError: The milestone completion date must be later than the case creation date.

You can create a similar validation rule for work orders from the object management settings for Object Milestones in Setup

Question 35

What recurrence types are available in milestones?

Answer 35

• No Recurrence: The milestone occurs only once on the record (First Response, Resolution Time)
• Independent: The milestone occurs whenever the milestone criteria are met on the record (Response Time)
• Sequential: The milestone occurs on repeat whenever the milestone criteria are met on the record (Customer contact made)

Question 36

What should you do after you create a milestone?

Answer 36

You can’t apply a milestone to a record by itself. It must be part of an entitlement process. So after you create your milestone, add it to an entitlement process.

Question 37

In Lightning Experience, agents can click the ____ _____ link in the Milestones component to mark a milestone completed. It’s not automation, but it is easy.

Answer 37

In Lightning Experience, agents can click the Mark Completed link in the Milestones component to mark a milestone completed. It’s not automation, but it is easy.

Question 38

True or False?

You can reate an Apex trigger that automatically marks milestones Completed on cases that match unique criteria.

Answer 38

TRUE

In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones.

Question 39

What can’t agents view with milestones in Salesforce mobile?

Answer 39

In the Salesforce mobile app, agents can view case milestone updates in the case feed, open the case milestones record page, and view the Case Milestones related list. Agents can’t view the milestone tracker.

Question 40

Milestones on support records display one of three statuses. What are they?

Answer 40

Compliant

Open Violation

Close Violation

Question 41

What are milestone actions?

Answer 41

Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process.

Question 42

True or false?

Milestone actions cannot be added to milestones after the milestone is added to an entitlement process.

Answer 42

FALSE

Actions can be added to milestones after the milestone is added to an entitlement process.

Question 43

What 3 types of actions can you add to milestones?

Answer 43

1. Success Actions: The actions to take when a milestone successfully completes. Success actions still fire on milestones that are completed late.
2. Warning Actions: The actions to take when a milestone is near violation.
3. Violation Actions: The actions to take when a milestone is violated.

Question 44

What 5 different actions can be created for each milestone action type?

Answer 44

1. New Task (Create a workflow task): Create a task for a support agent to call a customer when a First Response milestone is violated.
2. New Email (Create an email alert): Notify case owners when a First Response milestone on their case is near violation.
3. New Field Update (Define a field update): Update the case Priority field to High when a First Response milestone is near violation.
4. New Outbound Message (Define an outbound message): Send data about parts or services to an external system after a First Response milestone is completed.
5. Select Existing Action (Select an existing action): Use an existing email alert to notify a case owner when their case is near violation of a first response.

Question 45

When you create a milestone you must choose its ________ type.

Answer 45

When you create a milestone, you must choose its recurrence type.

Question 46

There are three milestone recurrence types in Salesforce. What are they?

Answer 46

No Recurrence, Independent, Sequential

Question 47

True or False?

Only 3 occurrences of an independent or sequentially recurring milestone can be active at a time.

Answer 47

FALSE

Only one occurrence of an independent or sequentially recurring milestone can be active at a time.

Question 48

What are the 3 steps to adding a milestone to a record?

Answer 48

How do I add milestones to a record?

Here are the general steps you’ll follow:

1. Create “master” milestones in Setup that represent required steps in your support process.
2. Add the milestones to an entitlement process, which is a customizable timeline of milestones.
3. Apply the entitlement process to a customer entitlement.

Question 49

True or False?

When you link a support record, such as a work order, to an entitlement that includes an entitlement process, the process—with its milestones—is not automatically applied to the record.

Answer 49

FALSE

When you link a support record, such as a work order, to an entitlement that includes an entitlement process, the process—with its milestones—IS automatically applied to the record.

Question 50

TRUE OR FALSE?

If the entitlement has an entitlement process associated with it, don’t use the entitlement for multiple types of support records.

Answer 50

TRUE

If the entitlement has an entitlement process associated with it, DO NOT use the entitlement for multiple types of support records.

Question 51

True or False?

When a Case entitlement process is applied to an entitlement, the process runs only on cases associated with the entitlement. If a work order is also associated with the entitlement, the process will also run on the work order.

Answer 51

FALSE

When a Case entitlement process is applied to an entitlement, the process runs only on cases associated with the entitlement. If a work order is also associated with the entitlement, the process DOES NOT run on the work order.

Do not use the same entitlement for work orders and cases.

Question 52

When you create a milestone, can you add it to both types of entitlement processes?

Answer 52

YES

For example, if you create a First Response milestone in Setup, you can add it to both Case and Work Order entitlement processes.

You can’t use entitlements for both, but you can use the milestones on different entitlement processes.

Question 53

When do you set the type of an entitlement process?

Answer 53

You select the type when you create the entitlement process.

Question 54

Can you change the type of an entitlement process?

Answer 54

NO

Once an entitlement process is created, all its versions must use the same type. Want to make the most of a particularly awesome entitlement process? Remember that you can easily create a similar process of a different type using the same milestones.

Question 55

Where do you manage milestones in your Salesforce org?

Answer 55

View and create milestones from the Milestones node in Setup under Entitlement Management.

Manage case milestone page layouts and validations rules from the Case Milestones node in Setup.

Manage work order milestone page layouts and validation rules from the Object Milestones node in Setup.

Question 56

What are milestone actions?

Answer 56

Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an entitlement process. After you create an entitlement process and add milestones to it, add milestone actions to the milestones.

Question 57

On records that include entitlement processes, business hours are applied according to a hierarchy. What is it?

Answer 57

A milestone’s business hours (1) override the entitlement process’ business hours (2), which override the case or work order’s business hours (3). If no business hours are set on the milestone, then the entitlement process business hours are used. And if business hours aren’t specified on the milestone or the entitlement process, the case or work order business hours are used.

Question 58

True or False? If you create a record from an entitlement, it inherits the entitlement’s business hours.

Answer 58

TRUE

Yes, if you create a record from an entitlement, it inherits the entitlement’s business hours.

Question 59

True or False?

If an entitlement is part of an entitlement process, Salesforce recommends leaving the entitlement’s business hours field blank.

Answer 59

TRUE

Related records to the entitlement automatically use the entitlement process’ business hours.

Question 60

If you want to use the same entitlement process for records that have different business hours, at what level should you set business hours?

Answer 60

If you want to use the same entitlement process for records that have different business hours, set business hours at the entitlement process level.

For example, suppose that you set the business hours on an entitlement process to weekdays from 9 to 5. If a customer requests evening and weekend updates to their case, you can create an “Update Customer” milestone with its own 24/7 business hours.

Question 61

With entitlements, if you want to use different business hours for different severity levels, at what level should you set business hours?

Answer 61

If you want to use different business hours for different severity levels, set business hours at the milestone level.

For example, if the severity level of a case increases, the customer may need to be contacted more frequently. You can create a “Last Touch” milestone that changes business hours according to severity level while the other milestones in the entitlement process remain unchanged.

Question 62

When should you use entitlement versioning?

Answer 62

Use entitlement versioning if:

• You want to make several versions of an entitlement process that have minor differences
• You want to update an entitlement process to reflect changes in your business processes

You might find that an entitlement process needs to be updated seasonally, or that you need to roll back to a previous version.

Question 63

When you create a new version of an entitlement process, what 6 things can you change?

Answer 63

1. Name
2. Description
3. Whether the process is active
4. Whether the version is the default
5. Entry criteria
6. Exit criteria

Question 64

True or False?

On new versions of entitlement processes that are currently in use, you can add new milestones, but you can’t edit existing ones. On new versions of processes that aren’t currently in use, you can both add new milestones and edit existing ones.

Answer 64

TRUE

On new versions of entitlement processes that are currently in use, you CAN add new milestones, but you CANNOT edit existing ones.

On new versions of processes that ARE NOT currently in use, you CAN both add new milestones and edit existing ones.

Question 65

True or False?

Once you create a new version of an entitlement process, you can choose to apply it to all entitlements and support records assigned to the previously used version, or only to new entitlements and support records.

Answer 65

TRUE

Once you create a new version of an entitlement process, you can choose to apply it to all entitlements and support records assigned to the previously used version, or only to new entitlements and support records.

Question 66

True or False?

All versions of an entitlement process must be the same type

Answer 66

TRUE

All versions of an entitlement process must be the same type: Case or Work Order.

Question 67

True or False?

You cannot use multiple versions of an entitlement process at the same time in your Salesforce org.

Answer 67

FALSE
You can use multiple versions of an entitlement process at the same time in your Salesforce org.

Question 68

What do you need to enable in order to create multiple versions of entitlement processes in your org?

Answer 68

To create multiple versions of entitlement processes, entitlement versioning must be enabled in your org. Select Enable Entitlement Versioning on the Entitlement Settings page in Setup.

Question 69

True or False?
When you create a new version of an entitlement process, it is automatically applied to entitlements that were using the previous version.

Answer 69

FALSE

When you create a new version of an entitlement process, it IS NOT automatically applied to entitlements that were using the previous version.

Question 71

True or False?

When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records.

Answer 71

TRUE

After you create a new version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records.

Question 72

With entitlements, when Using New Versions and an update rule displays a status of Completed With Exceptions what does that mean?

Answer 72

Some records couldn’t be updated to the new version because of errors. To find out which records weren’t updated and why, contact Salesforce Support.

Question 73

What are service contracts?

Answer 73

Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as subscriptions or service level agreements (SLAs).

Question 74

What can you set up to be able to specify which products a service contract cover?

Answer 74

Set up contract line items to be able to specify which products a service contract covers. Contract line items only display to users on the Contract Line Items related list on service contracts (not on contracts!). You can only use contract line items if your Salesforce org uses products.

Question 76

True or False?

You can use schedules with contract line items.

Answer 76

FALSE

Schedules ARE NOT available for contract line items, and experience users can’t access them.

Question 77

What are service contracts?

Answer 77

Service contracts are agreements between you and your customers for a type of customer support.

Question 78

Where can you view service contracts?

Answer 78

View service contracts from the Service Contracts tab or on the Service Contracts related list on accounts and contacts. To view a service contract’s details, click the service contract name. You can see associated entitlements, contract line items, field update history, and more.

The Service Contracts related list on an account or contact shows all the service contacts associated with that item.

Question 79

True or False?

You can’t clone a service contract.

Answer 79

FALSE

Click Clone on a service contract to quickly create a new service contract from an existing one.

Question 80

What can you use to make a service contract the parent of another?

Answer 80

Use the Parent Service Contract field and Child Service Contracts related list to make one service contract the parent of another. This helps you represent complex contracts.

Question 81

True or False? A service contract may be associated with multiple entitlements.

Answer 81

TRUE

Entitlements reflect terms in a service contract, and a service contract may be associated with multiple entitlements. Link an entitlement to a service contract via the Entitlements related list on the service contract or the Service Contract lookup field on the entitlement.

Question 82

You are not able to delete a service contract for some reason. What might that be?

Answer 82

You can’t delete service contracts with active or expired entitlements. If you want to delete a service contract with entitlements—for instance, because there’s a problem with the service contract—add its entitlements to another service contract first, then delete it.

Question 83

What can you do to transfer multiple service contracts to a user?

Answer 83

Click the Service Contracts tab and click Transfer Service Contracts in the Tools section.

Question 84

True or False?

You can create custom list views for contract line items.

Answer 84

FALSE

You CANNOT create custom list views for contract line items.

Question 85

True or False?

In Lightning Experience, you can add or edit multiple line items at once on a service contract’s Contract Line Items related list.

Answer 85

TRUE

In Lightning Experience, you can add or edit multiple line items at once.

Question 86

True or False?

You can’t share contract line items.

Answer 86

TRUE

You CANNOT share contract line items. Sharing for contract line items is inherited from service contract sharing. For example, users with the “Read” permission on service contracts inherit the “Read” permission on contract line items.

Question 87

True or False?

Contract line items aren’t supported in any experiences.

Answer 87

TRUE

Contract line items ARE NOT supported in any experiences.

Question 88

Fill in the blanks with assets and products

While ____ represent the items that your company sells, ____ represent the specific ______ your customers have purchased. Use _____ to store information about your customers’ ______.

Answer 88

While products represent the items that your company sells, assets represent the specific products your customers have purchased. Use assets to store information about your customers’ products.

Question 89

On the support side, assets can be linked to what 5 different things in Salesforce?

Answer 89

1. cases
2. work orders
3. maintenance plans
4. entitlements
5. contract line items

This makes it easy to see an asset’s history from production to retirement

Question 90

On which 4 different objects’ page layouts can you view assets?

Answer 90

It’s available on page layouts for the following objects:

• Accounts

• Contacts

• Products

• Locations (available only if Field Service is enabled)

Question 91

True or False?

If you have read-only access to an asset field and you clone an asset, that field is blank on the cloned asset.

Answer 91

TRUE

If you have read-only access to an asset field and you clone an asset, that field is blank on the cloned asset.

Question 92

If asset sharing is set to the Controlled by Parent what must be completed for an asset to be saved? —the default setting—the Account field, Contact field, or both must be completed for an asset to be saved.

Answer 92

If asset sharing is set to the Controlled by Parent—the default setting—the Account field, Contact field, or both must be completed for an asset to be saved.

If asset sharing is not set to Controlled by Parent, assets can be saved without an associated account or contact.

Question 93

True or False?

Deleting a product deletes all asset records associated with it.

Answer 93

FALSE

Deleting a product does not delete any asset records associated with it.

Question 94

True or False?

Deleting an account or contact deletes all associated assets.

Answer 94

TRUE

Yes, deleting an account or contact deletes all associated assets.

Question 95

True or False?

Assets associated with cases can’t be deleted.

Answer 95

TRUE

Assets associated with cases CANNOT be deleted. This means accounts or contacts that are associated with an asset listed on a case also can’t be deleted.

Question 96

True or false?

In service cloud, the asset hierarchy view isn’t searchable or editable.

Answer 96

TRUE

The asset hierarchy view IS NOT searchable or editable.

Question 97

True or False?

The View Asset Hierarchy action appears only on assets that are part of a hierarchy.

Answer 97

TRUE

The View Asset Hierarchy action appears only on assets that are part of a hierarchy and is available only for hierarchies of 500 or fewer assets.

If a hierarchy contains more than 500 assets, you can still refer to each asset’s Child Assets related list and Parent Asset, Root Asset, and Asset Level fields.

Question 98

What would be the best way record tent poles (which customers have a tendency to misplace) in Salesforce if your business sells a tent which is tracked as an asset, but also needs to track tent poles?

Answer 98

You can make the tent poles an asset and then make it a child of the tent asset.

Question 99

Fill in the blank

The read-only ____ Asset field lists the top-level asset in an asset hierarchy.

Answer 99

The read-only Root Asset field lists the top-level asset in an asset hierarchy. Depending on where an asset lies in the hierarchy, its root might be the same as its parent. If an asset is at the top of a hierarchy, it is its own root asset, and the Parent Asset field is blank.

Question 100

Fill in the blank

The read-only ____ ____ field is a number that reflects the asset’s position in a hierarchy. If the asset has no parent or child assets, its level is 1.

Answer 100

The read-only Asset Level field is a number that reflects the asset’s position in a hierarchy. If the asset has no parent or child assets, its level is 1.

Assets that belong to a hierarchy have a level of 1 for the root asset, 2 for the child assets of the root asset, 3 for their children, and so fort

Question 101

What are asset relationships?

Answer 101

Asset relationships represent non-hierarchical relationships between assets due to replacements, upgrades, or other circumstances. Relationships appear in the Primary Assets and Related Assets related lists on asset records.

Question 102

Fill in the blank

The _____ ____ app provides agents a full view of each customer case and gives them the tools to resolve each case quickly.

Answer 102

The Service Console app provides agents a full view of each customer case and gives them the tools to resolve each case quickly.

Use the console app to view multiple records and their related records on the same screen, and work through records from a list using split view.

Question 103

What does quick text allow service agents to do?

Answer 103

Enable quick text for your org so that your users can insert predefined messages in their emails, chats, events, tasks, Knowledge articles, and more. Quick text streamlines work for service agents and sales reps.

Question 104

True or False?

You can share a folder of quick text with other users in Lightning Experience.

Answer 104

TRUE

You can share a folder of quick text with other users in Lightning Experience.

Question 105

In quick text, you can insert merge fields for which objects?

Answer 105

accounts, cases, contacts, custom objects, leads, opportunities, organization, users, and work orders.

Question 106

What is Omni-Channel?

Answer 106

Omni-Channel routes work requests to the most available and qualified support agents in the console. You can also provide real-time operational intelligence to support supervisors with Omni-Channel Supervisor.

Question 107

What are the different routing frameworks for Omni-Channel?

Answer 107

Question 108

What is queue-based routing in Omni-Channel?

Answer 108

In queue-based routing, you organize your agents into different queues, which generally represent a single skill. A queue can support a particular product or a particular part of the business. For example, you can have a Billing Queue and a Technical Support Queue.

In queue-based routing, Omni-Channel assigns work to a queue. Agents are members of a queue, and Omni-Channel assigns work to agents based on the priority of the queue.

Smaller companies that operate in limited geographies and have fewer product offerings and agents often prefer queue-based routing because it’s simpler to set up.

Question 109

What is skill-based routing in Omni-Channel?

Question 110

What is External Routing in Omni-Channel?

Answer 110

Perhaps you already have a routing implementation that you like, and you’re adding Salesforce to the mix. You can integrate third-party routing using a partner application with Omni-Channel.

Developers can use Salesforce’s standard APIs (application programming interfaces) and streaming APIs to write code that lets third-party routing systems work with Salesforce. External routing lets your company route work to the Service Console, so that you can keep the routing system that you prefer.

Question 111

What are the available presence statuses that come with Omni-Channel?

Answer 111

Create Presence Statuses

Presence statuses are what agents use to go online in Omni-Channel. We create three presence statuses for your agents to use: Available, On Break, and Busy. The Available status makes the agent available only to accept cases.

Question 112

What is the fastest and easiest way to get set up and running with case routing in Lightning Experience and where can you use it?

Answer 112

The Omni-Channel setup flow is the fastest and easiest way to get up and running with case routing in Lightning Experience. When you complete the flow, Omni-Channel is ready to use in the default Lightning Service Console app.

Question 113

What all gets turned on in the background with Omni-Channel set-up flow?

Answer 113

• A Service Channel for Cases: Service channels let you choose which objects you want to route in Omni-Channel. We create one for cases to get you started.
• Presence Statuses: Available, On Break, and Busy. The Available status makes the agent available only to accept cases.
• Permission Set with Presence Statuses Assigned to Users: To make sure that your agents have access to the presence statuses we create, we make a permission set that assigns the presence statuses to the users you select in the setup flow.
• Console: We add the Omni-Channel utility to the default Lightning Service Console app.

Question 114

To use Omni-Channel to route communications to the right sales team, you must also Enable ________.

Answer 114

To use Omni-Channel to route communications to the right sales team, you must also Enable Messaging.

Question 115

What 3 factors does Omni-Channel use to route items?

Answer 115

1. First, it considers the priority of the queue from which the work item came.
2. Next, it considers the amount of time the work item has been waiting in the queue.
3. Finally, it considers the members of the queue who are available to receive new work items.

Question 116

With omni-channel what is secondary routing priority?

Answer 116

EXAMPLE

In a queue, priority is determined by how long the work item has been waiting—first in, first out. However, while a work item is pending in the queue, new work could come in that is more urgent. For example, transferred work, an item that has been waiting on someone’s response, or work that is about to reach a service agreement deadline. You can shift an item to a different queue, but within that queue, it’s behind older items. Also, some queues might have the same priority. Secondary Routing Priority solves this problem by moving a work item forward in a queue over older items and resolving conflicts across queues for items with the same routing configuration priority.

Question 117

What are the two ways that Omni_Channel can determine agent capacity?

Answer 117

Omni-Channel determines agent capacity in one of two ways:

Tab-Based or Status-Based.

Question 118

For Omni-Channel, what is a Tab-Based Capacity Model?

Answer 118

Tab-Based Capacity Model

Determines agent capacity using the number of console tabs that are open in the agent’s Omni-Channel session. When the agent logs out, all the work that’s assigned to the agent is considered closed by Omni-Channel, and the agent’s capacity is reset. Omni-Channel also considers the work to be closed when an agent closes the tab that Omni-Channel opened for the work item.

Question 119

What is Omni-Channel’s Status-Based Capacity Model?

Answer 119

Determines agent capacity using the status of work items assigned the agent. For nonreal-time channels like cases, agents sometimes work on the same work item over multiple days, across multiple Omni-Channel sessions. The status-based capacity model checks the status of a work item to determine if the work consumes an agent’s capacity. If the agent closes a tab or logs out of Omni-Channel, their capacity is not reset until the work has a completed status. This capacity model is not available for chat, messaging, or SOS.

Question 120

Which objects and records does Omni-Channel support?

Answer 120

• Cases
• Chats
• Contact requests
• Leads
• Messaging (Lightning Experience only)
• Orders
• Social posts
• SOS video calls (Salesforce Classic only)
• Custom objects that don’t have a master object

Question 121

True or False?

In Omni-Channel, you can create statuses that make the agent available for one or more work types at a time. For example, you can have a presence status that makes the agents available for cases and another for cases and chats. To create and edit presence statuses, go to Setup and enter Omni-Channel in the Quick Find box. Then, select Presence Statuses. To assign presence statuses to you and your team, you can use permission sets or profiles.

Answer 121

TRUE

For example, you can have a presence status that makes the agents available for cases and another for cases and chats. To create and edit presence statuses, go to Setup and enter Omni-Channel in the Quick Find box. Then, select Presence Statuses. To assign presence statuses to you and your team, you can use permission sets or profiles.

Question 122

What are the limitations to routing Omni-Channel for chats?

Answer 122

However, there are a few limitations to using Omni-Channel routing for chats:

• You can’t transfer a chat from a button using Live Agent routing to a button using Omni-Channel routing.
• Queues with multiple object types can cause problems when using Omni-Channel routing. We recommend creating a queue for each object type, such as Chats, Cases, and Leads, instead of setting queues to handle multiple object types.
• When an agent uses “Transfer to Agent” for a chat routed with Omni-Channel and the receiving agent has an admin profile, the agent who initiated the transfer can lose visibility of the chat transcript until the receiving agent accepts the chat request. This situation occurs because Omni-Channel changes ownership of the chat transcript when the transfer is initiated, before the next agent accepts the chat.

Question 123

What is PSR in Omni-Channel?

Answer 123

PSR (PendingServiceRouting) is a Salesforce object that gets created when work is routed using Omni-Channel. PSR is a transient object that contains routing information about a work item that is in the midst of being routed. In most scenarios, the system automatically creates the object; in a few scenarios (like when using skills-based routing with non-real-time channels), you must create this object. The PSR is deleted by the system when an agent accepts the work item.

Question 124

What is AgentWork?

Answer 124

AgentWork is a Salesforce object that automatically gets created when the routing system finds a potential agent to handle the work item. It contains information about the work item and the routing status. This object is never automatically deleted, but you can manually delete it when the State field is in a non-active state. (Active states are Assigned and Opened. All other states are considered non-active states.)

Question 125

What is the difference with non-real time channels and real-time channels and how PSR (PendingServiceRouting) records are handled?

Answer 125

TRUE

In Omni-Channel, when you’re using skills-based routing (SBR) with non-real-time channels, you must manually create the PSR record (using Apex or an invocable action) to initiate the routing process.

In queue-based routing or skills-based routing using a real-time channel (like Messaging and Chat), the PSR record is created automatically.

Question 126

What are the two separate processes with which Omni-Channel routes work?

Answer 126

Omni-Channel routes work through two separate processes.

First, when a new work item is assigned to an Omni-Channel queue, Omni-Channel attempts to route it to an agent. Omni-Channel routes work items by the priority of the queue that they’re assigned to, so the most important work items are pushed to agents first. Next, items are routed based on how long they’ve been sitting in the queue. The oldest work items are pushed to agents before more recent ones. (Let’s talk about the details of how that happens in a minute.)

Second, when an agent’s ability to receive work changes (perhaps they come back from “away” status, or they finish another work item), Omni-Channel tries to find work that can be routed to that agent.

Question 127

What happens if an agent declines a work item in Omni-Channel?

Answer 127

Here’s what happens. First, Omni-Channel automatically changes the owner of the work item to the queue from which the object was originally routed. If an agent (Agent A) declines a work item, then Omni-Channel looks for another agent (Agent B) to route it to. However, the work item can be routed to Agent A again if Agent B declines it.

If an agent changes their status and is unavailable, then Omni-Channel looks for another agent to route the work to.

Omni-Channel repeats this process until the work item is routed to a qualified agent.

Question 128

True or False?

Automation rules, such as assignment, auto-response, escalation, and workflow rules, are triggered when Omni-Channel routes a work item to an agent and the agent accepts the work.

Answer 128

FALSE

Automation rules, such as assignment, auto-response, escalation, and workflow rules, ARE NOT triggered when Omni-Channel routes a work item to an agent and the agent accepts the work.

When an agent accepts the work and then edits and saves the work item record, automation rules are triggered.

Question 129

What is Omni-Channel Supervisor?

Answer 129

Use Omni-Channel Supervisor to monitor agent workloads and the status of work items that are routed by Omni-Channel. Agents can raise flags on work items when they require assistance from a supervisor. Supervisors can monitor Service Cloud Voice transcripts and chat messages between agents and customers, and send helpful messages that only the support agent sees. Supervisors can also respond to incoming support requests by changing queues as needed and can update agent skills quickly.

Question 130

What tabs does Omni-Channel supervisor have?

Answer 130

Supervisors can check the health of their call center in real time using the Agents, Queues Backlog, Assigned Work, and Skills Backlog tabs in Omni-Channel Supervisor.

These tabs let supervisors see which work items are open and active, who’s assigned to what, and other details such as open capacities and average wait times for customers.

Question 131

What are the two views in the Omni-Channel Supervisor Agents tab?

Answer 131

All Agents and Agents by Queue.

All Agents lets you see the big picture of your agents’ availability, capabilities, capacity, and workload. It’s the default for the Agents tab because it provides the best overall picture of how your agents are doing. Agents logged into Omni-Channel appear in rows, where you can see their status, channels, queues, workload, and capacity.

The Agents by Queue tab provides information about how well your queues are covered. Every queue that has at least one agent that’s Online or Away is shown. You can see how many agents are assigned to the queue and how many of them are online, away, or idle. This graph lets you see if you need to rearrange any agents to make sure your incoming work is covered.

Question 132

True or False?

You can manually add a record to a queue or use an assignment rule to add cases or leads to a queue based on specific record criteria.

Answer 132

TRUE

You can manually add a record to a queue by changing the record’s owner to the queue. Or, an assignment rule can add cases or leads to a queue based on specific record criteria. Records remain in a queue until they’re assigned an owner. Any queue members or users higher in a role hierarchy can take ownership of records in a queue.

Question 133

What is the difference between workflow rules and auto-response rule email alerts?

Answer 133

Question 134

Study an escalation rule set up page on the next screen…

Answer 134

Question 135

What 3 options are there for using business hours with an escalation rule?

Answer 135

1. Ignore business hours
2. Use business hours specified on the case
3. Set business hours

Question 137

What 3 options are there for how escalation times are set?

Answer 137

1. When case is created
   
   • The escalation clock starts ticking when the case is created, and the case escalates when the time period set in the Age Over field expires.
2. When case is created
   
   • When case is created, and disable after case is first modified
3. Based on last modification time
   
   • The escalation clock starts ticking when the case is modified.

Question 138

What are escalation actions?

Answer 138

Escalation actions specify when the case escalates and what happens when the case escalates.

An escalation rule can reassign the case to another support agent (user) or support queue (queue). An escalation rule also can send notification emails to the new assignee, to the current case owner, and to other recipients.

Question 139

What is age over in relation to case escalation?

Answer 139

Age Over

Salesforce escalates the case if the case hasn’t been closed within this time period [1]. For example, escalate the case if it hasn’t been closed within five hours.

This time is calculated from the date field set in the Specify how escalation times are set field in the rule entry. No two escalation actions can have the same number in this field.

The Age Over field is required, because escalation rules are time-based.

Question 140

True or False?

When a case escalates, Salesforce can reassign the case to a different user or queue

Answer 140

TRUE

When a case escalates, Salesforce can reassign the case to a different user or queue.

Question 141

When do rules execute?

Answer 141

1. Validation rules
2. Assignment rules
3. Auto-response rules
4. Workflow rules (with immediate actions)
5. Escalation rules

Question 142

What is Einstein Case Routing?

Answer 142

When Einstein Case Classification updates a field on a case, you can have Einstein Case Routing run your existing assignment rules to route the case to the right agent.

If you use case assignment rules or skills-based routing rules, we handle the routing for you. Use the settings in Einstein Case Classification to route cases to agents after Einstein makes changes.

If you use any other logic for your queue-based or skills-based routing, or you have an external routing implementation, subscribe to AIUpdateRecordEvent. After you get notified of Einstein changes through AIUpdateRecordEvent, rerun your routing logic.

Question 143

What are all the different service channels you can use in service cloud?

Answer 143

• Service Cloud Voice
• Phone
• Web Forms
• Email
• Messaging
• Chat
• Websites and Mobile Apps
• Social Media
• Experience Builder Sites
• Help Center
• Channel-Object Linking

Question 144

What is Service Cloud Voice?

Answer 144

Agents can talk with your customers using an intuitive softphone that leverages the power of Amazon Connect, including real-time call transcription. Bring voice calls and your digital channels together so your support agents can help customers at the right time using the channel that customers prefer.

Question 145

Web chat consists of four parts. What are they?

Answer 145

the Chat Console, Omni-Channel, Embedded Service, and Einstein Bots.

Support agents use the Chat Console to send and receive messages.

Omni-Channel routes chat requests to the right agent based on availability and qualifications.

Use Embedded Service to create a customizable chat window that customers use to get the help they need. Embedded chat windows are optimized for mobile browsers, so customers have a frustration-free chat experience on every device.

Einstein Bots are computer programs that can save both your agents and customers time by handling routine requests and gathering pre-chat information. Bots are your agents’ allies—not their replacements.

Question 146

True or false?

You can customize Chat by using API’s.

Answer 146

TRUE

Chat features several APIs that enable developers to fully customize the chat experience for your org.

Question 147

How do you add chat to your website?

Answer 147

Get started with live web chat in Lightning Experience with a quick guided setup flow. Create a chat queue on Omni-Channel, select your chat team, and get the Embedded Service code snippet to add chat to your website.

Question 148

Embedded Chat gives you a declarative way to create a ____form so you can get some basic information about your customer and their issue when they request the chat. Go to Embedded Service Setup in Lightning Experience to edit your deployment and customize your ______ form.

Answer 148

Embedded Chat gives you a declarative way to create a pre-chat form so you can get some basic information about your customer and their issue when they request the chat. Go to Embedded Service Setup in Lightning Experience to edit your deployment and customize your pre-chat form.

Question 149

True or False?

Embedded Chat can be customized with code.

Answer 149

TRUE

The Embedded Service code snippet we gave you in the flow is what’s generated by default when you set up Embedded Chat manually. You can add parameters to the code snippet, pre-populate fields on the pre-chat form, connect an automated invitation, create custom chat events, and more using JavaScript. Plus, you can create Lightning components that customize the user interface of the chat window.

Question 150

What needs to happen before you can add Chat to a Lightning console app?

Answer 150

You need to:

1. enable Chat and create a basic implementation
2. create a Lightning console app for service if you don’t have one set up.
3. have Omni-Channel set up along with a chat button or Embedded Service implementation using Omni-Channel routing.

Question 151

What do Einstein Bots help you do with Chat?

Answer 151

Einstein Bots lets you connect customers to an automated chat bot to answer questions and solve straightforward issues.

Question 152

What do you need to do before you can create automated chat invitations?

Answer 152

Before you create automated invitations:

Create skills. Each chat button is associated with a particular skill or set of skills. Chats that are initiated from the button are routed to qualified agents.

Create a Salesforce site and static resources to use custom images for the online and offline versions of your button. If you don’t have a Salesforce site, you can specify online and offline button images or text by modifying the code that’s generated when you create a button.

Question 153

What channels might be available for quick text messages?

Answer 153

these channels might be available.

1. Email—for Email actions
2. Event—for Event actions
3. Internal—works with internal fields, like on the Change Status action*
4. Knowledge—for Knowledge articles in Lightning Experience
5. Chat—works with Chat in the Service Console
6. Messaging—works with Messaging in the Service Console
7. Phone—for the Log a Call action
8. Portal—works in an Experience Cloud site or a customer portal*
9. Social—for social posts
10. Task—for Task actions

Question 154

True or False?

You can block sensitive data in chats.

Answer 154

With Sensitive Data Rules, you can block the text from agents, supervisors, customers, or all of these. When a rule is triggered, it logs one or more of these chat transcript events:

• Sensitive data blocked (Agent)
• Sensitive data blocked (Supervisor)
• Sensitive data blocked (Visitor)

Question 155

True or False?

You can enable your agents to block chat requests while they work in the service console.

Answer 155

TRUE

Yes, you can enable your agents to block chat requests from specified IP addresses while they work in the console. For example, if a customer is using abusive language or sending spam messages, the agent can block that user from starting a new chat.

Blocked visitors see a message indicating that chat isn’t available.

If a customer attempts to request a chat from a blocked IP address, the chat is canceled.

Question 156

What are chat deployment settings?

Answer 156

Chat deployment settings, like chat window branding, control the functionality that’s available to agents and their supervisors while agents chat with customers.

Question 157

True or False?

You cannot report on chats in Salesforce.

Answer 157

FALSE

Yes, you can create a custom report type for Chat sessions and use it to run reports on your agents’ sessions using the Report Builder.

Question 158

What are chat statuses?

Answer 158

Chat statuses define how you can interact with customers while you’re online, away, or offline.

Question 159

What all can agents do during a chat?

Answer 159

• Send Quick Text Messages in Chats
• Attach Articles to Chats
• Transfer Chats
• Allow customers to upload/transfer Files During a Chat
• Attach Records to Chat Transcripts
• End a Chat Session

Question 160

Use the _____ _____ widget to find articles that help solve customer issues during chats.

Answer 160

Use the Knowledge One widget to find articles that help solve customer issues during chats.

Question 161

True or False?

You can conference during chats.

Answer 161

TRUE

As wise as support agents are, sometimes a single support agent doesn’t have all the information that’s required to solve a customer’s problem. Chat conferencing lets you invite one or more agents into your customer chats. That way, your agents can turn boring chats into veritable support parties for your customers—all without disrupting the flow of conversation! Send a chat conferencing request to ask another agent to join you in a customer chat.

Question 162

When you need help with a chat, what can you do?

Answer 162

When you need help with a chat, you can raise a virtual flag to alert a supervisor. Supervisors are alerted that you need help, and they can respond directly via the console.

Question 163

To set up Embedded Chat, your org must meet what prerequisites?

Answer 163

• Lightning Experience must be enabled to set up Embedded Service
• Service Cloud License
• Chat License
• Chat must be enabled in your org
• A Chat button and a Chat deployment must be set up and available in your org
• An Experience Builder site (preferable) or a Salesforce site must be set up on your org and available for guest user access
• Ensure your browsers are supported for Embedded Chat. We support the same browsers as Experience Builder sites. See Supported Browsers for Experience Cloud Sites for more information.

Question 164

What are the steps to setting up an embedded chat?

Answer 164

To set up Embedded Chat, follow these steps:

1. Create an Embedded Service Deployment
2. Specify Your Chat Window’s Settings
3. Customize the General Branding for Your Chat Window
4. Adding Your Chat Window to a Website
5. Add Your Chat Window to an Experience Site

Question 165

True or False?
Once you set up a pre-chat form, you cannot turn it off.

Answer 165

FALSE

Turn off your pre-chat form at any time by viewing your deployment in Setup and moving the pre-chat page slider to Inactive.

Question 166

True or False?

When you design your pre-chat form, you can select a use case scenario that automatically associates information from the form with Salesforce records.

Answer 166

TRUE

When you design your pre-chat form, you can select a use case scenario that automatically associates information from the form with Salesforce records.

When a customer enters their name or email address into the form, Salesforce matches the information with a Salesforce contact record or lead record. If no match is found, Salesforce creates a record.

Question 167

Salesforce generates a u____ c_____ s_____ based on the information you provided during the Embedded Service setup.

Answer 167

Salesforce generates a unique code snippet based on the information you provided during the Embedded Service setup. Copy and paste the chat code snippet so you can add the chat window to your web pages. Copy and paste the optional meta tag code snippet to make your web pages responsive to different form factors such as mobile and desktop.

Question 168

What is Appointment Management?

Answer 168

Appointment Management gives your users an easy way to schedule, modify, and cancel appointments. The experience is powered by Salesforce Flow. You craft the perfect interaction and decide when and how to create related records like work orders.

Question 169

To access or view appointments with Appointment Management, the user must have a Customer Community User profile with the ___ ____ ____ permissions set.

Answer 169

To access or view appointments with Appointment Management, the user must have a Customer Community User profile with the FSL Self Service permissions set.

Question 170

Appointment Management can also be set up with L____ S_____.

Answer 170

Appointment Management can also be set up with Lightning Scheduler

Question 171

What’s next after you set up Lightning Knowledge?

Answer 171

After completing the setup flow, you have a budding Knowledge base that’s ready to be filled with great articles for your customers.

Review Your Data Categories Take a look at the data categories and data category groups your created during the flow. Your customers can use these to help find articles, so make sure they’re clear and they cover everything you want to cover. If you didn’t create any during the flow, go ahead and create some.

Write and Publish Articles: Now that you’ve set up Lightning Knowledge it’s time to start writing and publishing articles. You can do this from Knowledge home in Lightning Experience or in the Knowledge tab or Article Management tab in Salesforce Classic.

Check it Out in the Console: Add the Lightning Knowledge component to one of your Lightning console apps and see suggested articles while you browse your team’s cases. You can also search and sort articles, attach and remove articles from cases and chats, and follow and unfollow articles.

Question 172

What can you use to move your knowledge base from Classic Knowledge into Lightning Knowledge?

Answer 172

To move your knowledge base from Classic Knowledge into Lightning Knowledge, use the Lightning Knowledge Migration Tool. Keep in mind that the migration process requires manual steps and verification. It’s possible that some of your data doesn’t migrate over. To enable the migration tool in your sandbox or production org, contact Salesforce support.

Question 173

When Lightning Knowledge is enabled, user profile permissions replaced for what actions?

Answer 173

article actions with public groups

Question 174

In Lightning Knowledge, article types are consolidated in the Knowledge object. What can you use to assign independent permissions based on the record type to user profiles?

Answer 174

You can use sharing for Lightning Knowledge

Question 175

In Lightning Knowledge, what permission must you have in order to delete archived articles.

Answer 175

In a Lightning Knowledge–enabled org, you must have the Modify All permission to delete archived articles.

Question 176

After you enable Lightning Knowledge, the ____ _____ field is no longer accessible via SOQL or the API, which affects custom code that queries for the ArticleType.

Question 177

Delete any installed packages that contain _____ types before enabling Lightning Knowledge.

Answer 177

Delete any installed packages that contain article types before enabling Lightning Knowledge.

Question 178

You can’t use the ___ ____ ___in Lightning Knowledge. You can share Lightning Knowledge articles in Experience Cloud and Salesforce Sites. Use Help Center to share articles with unauthenticated users.

Answer 178

You can’t use the Public Knowledge Base package (PKB) in Lightning Knowledge. You can share Lightning Knowledge articles in Experience Cloud and Salesforce Sites. Use Help Center to share articles with unauthenticated users.

Question 179

What authoring actions aren’t available in Lightning Knowledge?

Answer 179

• You can’t remove a published article while editing it. Instead, the article remains published while you edit the new version as a draft. You can archive the article to remove it, then restore and edit a draft.
• Archiving can’t be scheduled for a future date. You can create a Flow to periodically archive articles based on a date field.
• Articles don’t contain a notification when you schedule publication for a future date. You also can’t see a list of articles that are scheduled for publication in Lightning Knowledge, and you can’t cancel a scheduled publication.

Question 180

True or False? Data categories can’t be shown in Knowledge list views in Lightning Experience or Salesforce Classic.

Answer 180

TRUE

Data categories CANNOT be shown in Knowledge list views in Lightning Experience or Salesforce Classic. As a workaround, you can create reports that filter articles by data category.

Question 181

True or False?
Articles created from the Knowledge component don’t link to the case automatically.

Answer 181

TRUE

Articles created from the Knowledge component DO NOT link to the case automatically.

Question 182

The case feed in Lightning Experience supports Knowledge actions.

Answer 182

FALSE

The case feed in Lightning Experience DOES NOT support Knowledge actions. As a workaround, use the actions from the related list of articles or from the suggested articles list in the Knowledge component. Actions don’t show if the related list is in a narrow column, but you can click View All.

Question 183

What are the Limitations for Using Lightning Knowledge with Other Salesforce Products?

Answer 183

• Knowledge articles can’t be inserted into Macros.
• If you use Salesforce for Android or iOS, recent articles aren’t displayed on object home.
• Because Title and URL Name fields are required, you can’t remove them from a page layout. Experience Cloud sites use page layouts to display Lightning Knowledge articles, so you can’t remove required fields from Experience Cloud sites.

Question 184

For migrating from Classic to Lightning Knowledge, customizations based on article types don’t work after migration. In orgs with multiple article types, you must update customizations to use the new knowledge object. What customizations should you consider?

Answer 184

Consider these customizations:

• SOQL that queries the concrete entity name
• Visualforce pages that refer to old article types
• Code that uses field sets
• Apex code that refers to old article types
• Custom code using API calls referencing article types
• Customer application logic, such as current API code
• Some AppExchange packages
• Validation rules
• CRUD (per Article Type)
• Applications that use metadata APIs on field sets, compact layouts, and so forth
• Reports that point to old article types

Question 185

True or False?

During Lightning Migration for Multiple Article Type orgs, each knowledge article is given a new ID when it becomes part of the standard Knowledge object.

Answer 185

TRUE

During Lightning Migration for Multiple Article Type orgs, each knowledge article is given a new ID when it becomes part of the standard Knowledge object.

Question 186

True or False?

User permissions control access to different tasks in Salesforce Knowledge.

Answer 186

TRUE

By default, all internal users with Read permission can read published articles. Assign permissions to agents and authors who publish, archive, delete, and manage articles.

Question 187

What is Knowledge Home?

Answer 187

Lightning Knowledge home uses the same list views that you enjoy elsewhere in Salesforce. By default, you have list views for drafts, published articles, and archived articles. Don’t forget to customize your list views to select which fields you want to display and sort with. For custom list views, you can’t choose fields that aren’t on the article record. So data categories, ratings, view count, and cases aren’t available fields for your list views.

By default, list views in Lightning Experience show all available languages. When Lightning Knowledge is enabled, list views in the Article Management tab in Salesforce Classic show articles in the user’s language by default, or the master language for Knowledge if the user’s language isn’t available.

Question 188

What are Article Record Pages?

Answer 188

Article Record Pages

Use the Lightning App Builder to configure the default record page to match your users’ workflow. Your Lightning page consists of article page layouts and the components you choose for your users.

In addition to standard components, you can use components built by partners and developers from AppExchange. You can even build your own components. With Lightning pages, you can move the ratings, versions, data category, and translation components to the areas of the page that work best for your users.

Question 189

What components can you add to Article Record Pages?

Answer 189

You can add these components to your record pages.

• Article Data Categories: Users with permission to manage data categories can change an article’s categories.
• Article Thumb Vote (Ratings): Collect feedback with thumbs-up and thumbs-down ratings. Automatically enabled.
• Article Version Comparison: Compare two versions of an article to see the differences.
• Article Versions: Select Track Field History and Set History Tracking in the Object Manager. These options make the article version history and field changes available for Knowledge users to view in the Article Versions component.
• Files: Add the Files related list in your record type page layout.
• Translation Master Article: Show the master article and translation in the same page layout to assist translators. You can set visibility conditions so only translators and knowledge base managers see the side-by-side view.
• Translation Switcher: Give translators and administrators an easy way to switch between draft and published versions of an article in all languages.

Question 190

What tips should you consider when you configure page layouts for Knowledge?

Answer 190

• Authoring actions that you add to the Salesforce Mobile and Lightning Experience Actions section of the page layout appear in the highlights panel on record pages in Lightning Experience and the Salesforce mobile app.
• To use inline edit with Knowledge, add the Publication Status field to your standard page layout. The Publication Status field must be in the standard page layout, not in a compact layout. However, the field can appear in both the standard and compact layouts.
• The Title and URL Name standard fields are required. You can’t remove them from the layout.
• To control which audiences can view an article, add these fields to the page layout: Visible in Internal App; Visible to Customer; Visible to Partner; and Visible in Public Knowledge base. The fields appear as checkboxes in the record.

Question 191

What do article types control?

Answer 191

Article Types

An article type controls how an article displays and what type of information of fields are included.

Question 192

What are article type templates?

Answer 192

Article Type Templates

Article types in Salesforce Knowledge require a template for each channel. The standard article-type templates—Tab and Table of Contents—specify how the sections in the article-type layout appear in the published article. For example, if you choose the Tab template, the sections defined in the layout appear as tabs when users view an article. With the Table of Contents template, sections appear on a single page with hyperlinks to each section. You can also create a custom template using Visualforce. Custom templates aren’t associated with the article-type layout.

Question 193

True or False?

If your organization has only article type, you cannot delete it.

Answer 193

TRUE

If your organization has only article type, you cannot delete it. Every Salesforce Knowledge org requires at least one deployed article type. Create an article type and then delete the old one.

Question 194

True or False?

Salesforce does not display deleted article types in the Recycle Bin with other deleted records.

Answer 194

TRUE

Salesforce does not display deleted article types in the Recycle Bin with other deleted records. Instead, deleted article types appear in the Deleted Article Types list on the article list view page for 15 days. During this time, you can restore the article type and its articles, or permanently erase the article type and its articles. After 15 days, the article type and its articles are permanently erased.

Question 195

To switch users from the Articles tab to the Knowledge tab, add the ____ ____ permission to their permission sets.

Answer 195

To switch users from the Articles tab to the Knowledge tab, add the Knowledge One permission to their permission sets.

Question 196

True or False?

If your organization allows customer-support agents to create Salesforce Knowledge articles while closing a case, you can use Apex to pre-populate fields on draft articles.

Answer 196

TRUE

If your organization allows customer-support agents to create Salesforce Knowledge articles while closing a case, you can use Apex to pre-populate fields on draft articles. To do so, create an Apex class and assign it to the case article type using the example below as a guide.

Question 197

True or False?
You can insert videos into your Salesforce Knowledge articles.

Answer 197

TRUE

Using a custom Visualforce page and the HTML editor, you can insert videos from any provider into your Salesforce Knowledge articles.

Question 198

What can you change in Knowledge Settings?

Answer 198

General Settings - Allow agents to create and edit articles from the Article or Knowledge tab / Activate Validation Status field / Allow agents to add external multimedia content to HTML in the standard editorAllows elements in the standard editor to embed multimedia content from the Dailymotion, Vimeo, and YouTube websites / Enable Lightning Knowledge

Article Summaries - Show article summaries in article list views

Knowledge One - Switch from the Articles tab to the Knowledge tab / Suggest related articles on cases / Highlight relevant article text within search results / Auto-complete keyword search / Auto-complete keyword search

Language Settings - Default Knowledge Base Language / Single or Multiple Language

Case Settings - Allow agents to create an article from a case - Classic ONLY / Use a profile to create article PDFs - Classic ONLY / Enable list of cases linked to an article - Doesn’t appear on archived articles or a translation’s edit and detail pages. Doesn’t appear for external users such as portal or Experience Cloud users or on the Salesforce app.

Share Article via URL Settings - Allow agents to share articles via public URLs

Answers Settings - Allow agents to create an article from a reply

Chatter Questions Settings - Display relevant articles as users ask questions in Chatter (also applies to Experience Cloud sites with Chatter)

Knowledge Statistics Settings - Enable thumbs up or down voting for article

Question 199

What are category groups?

Answer 199

Salesforce Knowledge uses data categories to classify articles. Data categories are organized in category group. After creating category groups, admins decide which groups to use for Salesforce Knowledge articles. For example, if your org uses both the Answers and Salesforce Knowledge, you might want one category group to be used by the answers site and two other category groups for articles. Answers and articles can use the same category group. Authors can assign up to eight data categories from one category group to an article so that users searching for articles can find and filter by category. By default, all the category groups you create are assigned to Salesforce Knowledge

Question 200

How do youo implement data category mapping?

Answer 200

To implement data category mapping, select which case fields map to which data categories and set a default data category for cases that have no value for the mapped fields.

For example, cases with a field for which product they are about can be mapped to the data category of that product. Articles assigned that category or product, are filtered to the top of the suggested article list.

Question 201

What are Knowledge Actions?

Answer 201

Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing.

For example, if you want each FAQ to publish as a new version when it completes the approval process, you can create a knowledge action that links an FAQ article to the Publish as New action. Then, when you create an approval process for FAQs, select the new Knowledge action.

Question 202

When Are Lightning Authoring Actions Available?

Answer 202

In Lightning Knowledge page layouts, actions are shown or hidden based on the article’s publication status. In Knowledge home, bulk actions appear on all list views for users with the appropriate permission.

Question 203

What bulk actions are available in Lightning home?

Answer 203

These bulk actions are available in Knowledge home:

• Assign
• Archive
• Delete Draft
• Delete Article
• Publish
• Restore
• Submit for Translation

Question 204

The ______ _______ tab is your home page for working with articles throughout the publishing cycle as they are created, assigned to collaborators, translated, published, archived, and deleted.

Answer 204

The Article Management tab is your home page for working with articles throughout the publishing cycle as they are created, assigned to collaborators, translated, published, archived, and deleted.

Question 205

Category groups are used by?

Answer 205

Category groups are used by Salesforce Knowledge (articles), answers (questions), or ideas. In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories.

Question 206

What do you need to do in order to make a category group show in Salesforce Knowledge or your answer community?

Answer 206

Until you manually activate a category group, it does not display in Salesforce Knowledge or your answers community. In addition to activating the category group, for answers communities you must assign the category group to a zone before the categories are visible on the Answers tab.

To activate a category group so it is available to users, move the mouse pointer over the name of the category group and click the Activate Category Group icon.

Question 207

What happens when you delete a data category?

Answer 207

Deleting a category:

• Permanently removes it. It cannot be restored. It never appears in the Recycle Bin.
• Permanently deletes its child categories.
• As applicable, removes the category and its children from the Answers, Article Management, and Knowledge tabs in all channels, and your company’s public knowledge base.
• Removes associations between the category and articles or questions. You can reassign articles and questions to another category.
• Removes its mapping to visibility. Readers lose their visibility to articles and answers associated with the deleted category.

Question 208

What models are there for sharing with Lightning Knowledge?

Answer 208

Sharing or Access

The standard Salesforce sharing model contrasts with the default for Knowledge, which uses data categories to control access beyond object permissions.

When you use standard sharing, data categories no longer control record access. Your knowledge base continues to use data categories to classify articles. Data categories affect searches and queries and can be used as filters.

Question 209

What are the 3 types of data category visibility?

Answer 209

There are three types of visibility:

All Categories: All categories are visible

None: No categories are visible

Custom: Selected categories are visible

Question 211

Ursa Major Solar is receiving a high number of phone calls from customers who need help resetting their account passwords. What can you do to remedy this situation?

Answer 211

Create a Knowledge Article to provide easy instructions for our customer support agents.

Question 212

What is Salesforce Knowledge?

Answer 212

Think of it as resolutions to cases, customer issues, customer requests. It’s a central repository used by employees, customers, and partners to access knowledge articles.

Users can:

• write, edit, publish, archive articles in Knowledge.
• attach articles to open or closed cases.
• use the Articles related list on a case to track which article version was attached to a case.

Question 213

How is an article’s rating determined in Salesforce Knowledge?

Answer 213

By user feedback and frequency of use

Question 214

True or False?
Data Categories can be used to control access to Knowledge Articles.

Answer 214

TRUE

Yes, ​Data Categories can be used to control access to Knowledge Articles.

Question 215

What is the difference between Data Categories and Category Groups?

Answer 215

You can also use Knowledge Sharing (newer feature/similar to how you share contracts and other records)

Question 216

You can have up to ___ levels in your hierarchy of Data Categories.

Answer 216

You can have up to 5 levels in your hierarchy of Data Categories.

Question 217

When it comes to publishing Knowledge Articles, you have a few options. What are they?

Answer 217

Approval Process

Just publishing it yourself

Assigning it to someone else

Question 218

What does a Knowledge User Feature License (set on user record) allow you to do?

Answer 218

Work with Data Categories, set them to Knowledge Articles, create/editing/publish/archive Knowledge Articles

Others without it can still view articles

Question 219

True or False?

You can publish Knowledge Articles on a future date.

Answer 219

TRUE

You can publish Knowledge Articles on a future date (with ‘Schedule Publication On:’ field)

Question 220

True or False?

You can assign Knowledge Articles to another Knowledge user than yourself.

Answer 220

TRUE

You can assign Knowledge Articles to another Knowledge user than yourself…

and specify a due date, check off send email notification…

so they can view and publish it.

Question 221

What two actions does a Knowledge Action allow you to do?

Answer 221

Publish OR Publish as New

Question 222

True or False?

Knowledge Articles will be suggested for you when you fill in the subject of your case.

Answer 222

TRUE

Then, you can attach the appropriate article to the case or insert it into an email (you can also archive it or Edit as Draft).

Question 223

What is Article Version Comparison?

Answer 223

A Lightning Component that allows you to compare what has changed from one version of a Knowledge Article to the next (by selecting the version(s) to compare it to and then clicking the Compare button).