Service Cloud Applications (6%)

Question 1

Name two types of Case Page Layouts

Answer 1

1. Case Page Layout

2. Case Closed Page Layout

Question 2

Benefits of Case Closed Page Layout?

Answer 2

Ensure all required information is captured before a case is closed.

Can make fields required when closing a case that are not required when creating a case.

Note: By default, closed ‘case statuses’ (closed checkbox ticked) can only be selected from the “Case Closed Page Layout”

Question 3

Name 3 reasons to use case escalation rules?

Answer 3

1. Ensuring cases do not go unresolved by support agents (e.g. escalate any unresolved cases to management after 80 working hours).
2. Prioritising support of important customers (e.g. standard customer cases are escalated after 80 working hours; gold customers are escalated after 16 working hours)
3. Ensuring the customer support team is meeting customer service-level agreements (Entitlements and Milestones greatly expand on the Service Cloud’s ability to enforce SLAs, but are not covered in this guide).

Question 4

Case Escalation Structure

Answer 4

The escalation rule is the container for all rule entries and rule actions

Only one can be active at a time, and most organizations will only need to use one rule

Question 5

Escalation Actions

Answer 5

Each escalation rule can have many associated actions

e.g. Email somebody after 6 hours. Email somebody else after 12 hours

Question 6

Name 3 ways in which Case Escalation Rule entries can reference business hours?

Answer 6

1. Ignore business hours (e.g. for business critical 24×7 support cases)
2. Use business hours specified on case (this will typically be your org’s default business hours) Note: this field is hidden by field-level security by default.
3. Set business hours (could be used if the case is escalated to a team in another time zone)

Question 7

When are Case escalation rule entries are evaluated?

Answer 7

Every time the case is modified - when changed to a rule that would have previously triggered escalation, the case is escalated as soon as possible.

Note: Modifying related records used in case escalation rule criteria will not invoke rule re-evaluation of related cases.

Question 8

Case Contact Roles & Case Teams:

What are Contact Roles?

Answer 8

Contact roles on cases function much like contact roles on accounts and opportunities

Allow users to declare the role of multiple contacts in relationship to a case

Add the contact roles related list to the case page layout

Question 9

Case Contact Roles & Case Teams: What are Case Teams?

Answer 9

Case teams work much like account and sales teams.

Provide a clear way to document the roles of multiple users in the management of a single case

Extend record access to team members (which can include portal users)

Question 10

Solutions: What is a solution and why use them?

Answer 10

A solution is a detailed description of a customer issue coupled with repeatable steps to resolve the issue

Solutions can streamline the communication of common case resolutions, improving support agent productivity and response time to customers

Question 11

Solutions: Email Templates

Answer 11

The solutions attached to the case can be referenced via email templates and sent to the customer

Allows your support agents to quickly and effectively communicate potential solutions to the case submitter

Question 12

Solutions: How can you submit a solution for review?

Answer 12

When closing a case, tick the ‘Submit to public solutions’ checkbox

Question 13

Solutions: What security do Solution Permissions use?

Answer 13

Solutions do NOT use sharing rules

Object-level security (as determined by the user’s profile and permission sets)

“Manage Published Solutions” privilege

Each solution status can be optionally marked as “Reviewed”. To edit/delete solutions in a “Reviewed” status, the user must have the “Manage Published Solutions” privilege

Question 14

Solutions: Solution Categories

Answer 14

Create a solution category tree

Solutions can be associated with multiple categories

Users can browse solutions and search for solutions by categories

Question 15

Solutions: HTML Solutions

Answer 15

Allows your organisation to use rich text fields (formatting, images, etc.) within solutions

Once enabled, HTML solutions cannot be disabled

Question 16

Solutions: Public & Portal Solutions

Answer 16

Solutions can be published to your company website via iframe (Setup -> Self-Service –> Public Solutions), or exposed through self-service or customer portals

Question 17

Solutions: Multilingual Solutions

Answer 17

When enabled, solutions can be translated into multiple languages

Question 18

Portals – A Thing of the Past

Answer 18

** New Salesforce customers must purchase Communities **

In the not-so-distant past, Salesforce had several portal offerings:

Customer Portal: Allows customers to manage their cases, view solutions/knowledge, contribute to communities (questions, answers, ideas), and access data within custom objects

Partner Portal (Partner Relationship Management): The key difference between customer portal and partner portal is that partner users can access leads and opportunities. This allows your organizations and its partners to collaborate on your organization’s sales pipeline. Partners can also manage cases, view solutions/knowledge, contribute to communities (questions, answers, ideas), and access data within custom objects.

Self-Service Portal: Allows customers to manage cases and view solutions/knowledge. ** Discontinued prior to launch of communities **

Question 19

Communities – The Future

Answer 19

Communities replaces the portal offerings moving forward. Whereas portals essentially gave external users (partners, customers, etc.) the ability to access Salesforce, Communities is aimed at connecting the right people (whether internal users, partners, or customers) together within Salesforce. The structure of the features is similar, but there are several differences as well.

Question 20

Name 3 differences between Portals and Communities?

Answer 20

1) External users (partners/customers) can communicate via Chatter in Communities. Portals do not support Chatter
2) The standard Communities user interface is very close to that of a regular internal Salesforce user. The out of the box portal user interface looks dated
3) The licensing model for each is similar; however, Communities may have a slightly higher fee

Question 21

Portal & Community licensing

Answer 21

Upgrading to Communities - Contact Salesforce to upgrade an existing Partner Portal or Customer Portal to Communities

Portal licenses can only be added for customers with an existing portal – new Salesforce customers must purchase Communities.

Question 22

Ideas & Answers: Chatter Answers

Answer 22

Allow internal users, partners, and customers to collectively ask and answer each others’ questions. (Chatter Answers replaces Answers moving forward)

Chatter Answers can be used in a variety of ways, most commonly:

1) Internally, as a digital Q&A referendum for employees.
2) Internally and externally, as a method for customers and employees to interact together (e.g. Salesforce Answers Community)

Question 23

Ideas & Answers: Ideas

Answer 23

Provides a mechanism to capture feedback

Users submit ideas, and vote on ideas submitted by other users

Each vote translates into additional points for the idea; the most popular ideas gains the most points. This allows moderators to prioritize the most popular ideas.

Ideas can be used in a variety of ways, most commonly:

1) To capture feedback on how to improve your organisation internally
2) To capture customer feedback for ways to improve your product or services (e.g. Salesforce IdeaExchange, My Starbucks Ideas).

Question 24

Community Structure

Answer 24

You can create multiple communities; each has its own members, login page, branding, etc. A typical example would be to have a partner community and a customer community.

Question 25

Zones

Answer 25

Zones

Used to delineate access to records for certain objects (which do not use the standard security model):

Ideas
Chatter Answers
Chatter Answers

Multiple zones can be created and exposed to specified portals

This gives you the flexibility to establish different zones for different purposes

An example would be to have a partner Chatter Answers zone associated with a partner community, and an Ideas zone for all users (displayed in all portals).