Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

SFDC Service Cloud > Service Cloud Cards from Quizlet (sbpadhy) > Flashcards

Service Cloud Cards from Quizlet (sbpadhy) Flashcards

1
Q

Which factors influence KPIs, and business challenges for call centers? Hint: C-C-R

A

a) Customer Satisfaction b) Cost of Service c) Revenue

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

For which KPI area is FCR (First Call Resolution) a driver?

A

Customer Satisfaction

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

For which KPI area is AHT (Average Handle Time) a driver?

A

Cost of Service

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

For which KPI area is Retention a driver?

A

Revenue

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

What are common call deflection techniques?

A

a) Email b) Web c) Chat d) Social Media Channels

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What can you see at trust.salesforce.com? Hint: SD-OT-SI

A

a) Scheduled downtimes b) Online threats c) Status of the Instance

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

With which call center type is “Companies often try to reduce cost in this area” associated?

A

Help Desk

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

With which call center type is “High Turnover Environment” associated?

A

Customer Service

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

With which call center type is “Free or Fee Based support based on the Entitlement” associated?

A

Technical Support

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

With which call center type is “Need Automatic Routing Systems” associated?

A

Field Service

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

With which call center type is “High Volumes” associated?

A

TeleSales

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What is the recommended order to implement? Hint: S-A-C-A-C-SCC

A

Security, Accounts, Contacts, Activities, Cases, Service Cloud Console

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What should you ask for as Discovery Preparation? Hint: O-P-R-R-S

A

a) Org Charts b) Process maps, training docs c) Report samples d) requirements doc (old or new) e) source system field lists

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

What are the six main steps in a consulting engagement? Hint: P-A-D-B-V-D

A

Plan, Analyze, Design, Build, Validate, Deploy

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Guidelines for Case Management. Hint: 50-5-20

A

a) 50 fields b) 5 record types and page layouts c) 20 assignment rules

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Impact of using person accounts

A

a) Contacts inherit visibility of accounts b) Two records for each customer c) Cannot be turned off once enabled d) Test in the sandbox

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

What are the three Entitlement Management models?

A

a) Entitlements only b) Entitlements + Service Contract c) Entitlements + Service Contract + Line Items

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

On Demand email to case

A

a) Email parsing requires customization b) Email attachment size < 10MB c) Limits on email-to-case volume d) Case comment email notifications are not customization

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

Email-to-case

A

a) Behind firewall b) Attachments > 10 MB c) Can have multiple emails (and should, when using email-to-case and on-demand email-to-case together). d) Requires download and install of Email-to-case agent

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

4 CTI features. Hint: S-C-A-C

A

a) Screen Pop b) Click to dial c) Automatic call logging d) Call Control

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

Benefits of Screen Pop

A

a) Provides Context b) Displays Caller’s information in Salesforce c) Improves Efficiency

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

Benefits of Click to dial

A

a) Outbound calling from a phone record b) Clickable links c) Call from a list view to quickly call large numbers of Clients

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

Benefits of Automatic Call Logging

A

a) Integrated call logging with notes b) Automatic call times directly associated with various salesforce.com objects

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

Benefits of Call Control

A

a) End calls, hold, transfer, and conference from within Salesforce.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
25
Q

High Level Inbound CTI Architecture

A

Customer Calls _ Telephony System _ CTI Adapter to SFDC _ Agent Softphone.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
26
Q

High Level Outbound CTI Architecture

A

SFDC Softphone _ CTI Adapter _ Telephone System.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
27
Q

Implications for CTI Implementation

A

a) Find a compatible adapter on the Appexchange b) Install the adapter based on your vendor specifications c) Configure a call center in Salesforce CRM Call Center for your particular needs d) Assign agents to the Call Center

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
28
Q

Capabilities of Self-Service Portal

A

a) Log a case b) View a case c) Search for solutions

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
29
Q

Limitations of Self-Service Portal

A

a) Not available to new customers b) Can’t update cases

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
30
Q

Capabilities of Customer Portal

A

a) Log, view, edit, and close cases b) Self registration

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
31
Q

Are Sites Authenticated or Unauthenicated?

A

Unauthenticated

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
32
Q

Channel Solutions (License Types)

A

a) Authenticated Sites b) Service Cloud Portal (Use to be called High Volume Customer Portal) c) Enterprise Admin

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
33
Q

Which features are common to all four channel solutions?

A

a) Custom Objects b) Ideas and Answers

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
34
Q

What is Service Cloud Portal aka?

A

High Volume Portal

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
35
Q

What are the limitations of Service Cloud Portal?

A

SCP users can’t be added to: a) Personal groups or public groups. b) Sharing rules. c) Account teams, opportunity teams, or case teams. d) Salesforce CRM Content libraries.

36
Q

Which Portal has a Portal Super User access?

A

Customer Portal

37
Q

Which Portal has a Delegated Portal User Administrator access?

A

Enterprise Admin

38
Q

Which Portal’s users have access to Documents tab and 5mb of data storage?

A

Partner Portal

39
Q

To what can Cases be escalated?

A

a) User b) Queue

40
Q

What is the Early Trigger?

A

A mechanism to overcome the ’lateness’ of escalations that age just after the 15 minute escalation cycle.

41
Q

What is integrated with Chatter Answers?

A

Cases, Answers, Customer Portal, Knowledge, Sites

42
Q

Is collaboration in Chatter Answers public or private?

A

It can be either

43
Q

How do users get access to Chatter Answers?

A

They can self-register or you can assign the Chatter Answers User feature license to portal users.

44
Q

What can you do on the Chatter Answers ’Questions’ tab?

A

a) Review lists of questions b) Answer questions or add replies to questions c) Manually escalate a question to a case d) Delete questions or replies e) Select best answers for questions f) Promote helpful replies to knowledge base articles

45
Q

Two use cases for Visualflow in Case Management?

A

a) Automate client verification b) Minimize Manual Tasks

46
Q

Name Visualflow elements

A

a) Draft Tools b) User Interface c) Screen d) Logic e) Decision f) Assignment g) Record Create, Update, Lookup, Delete k) Subflow l) APEX Plugins

47
Q

Name Visualflow resources

A

a) Variable - Define an updatable value b) Constant - Define a fixed value c) Formula - Calculates a value d) Text Template - Define formatted text that can be shared across your flow e) Choice - Define an individual choice option that you can reuse throughout your flow f) Dynamic Choice - Dynamically generates choices from a Salesforce Object

48
Q

How does Salesforce work with Facebook?

A

Automatic Creation of cases from Facebook and response is posted back to Facebook. All through the Conversations Tab

49
Q

As an agent, how would you send a facebook private message to someone?

A

Through Service Console

50
Q

How does Salesforce work with Twitter

A

Cases are created through tweets to an @ address. Use send tweet back in Service Console to post back to the customer. All through the Conversations Tab

51
Q

What is the recommended order of data import?

A

a) Users b) Accounts c) Contacts d) Cases

52
Q

How frequently can you export attachments?

A

Once per week

53
Q

What do elements represent in Flow?

A

Actions

54
Q

What do resources allow you to do?

A

Store or manipulate data, and use it throughout the flow.

55
Q

Whence do you add Flow elements?

A

The Palette Tab

56
Q

What is Step in Flow?

A

Serves as a placeholder that you can use to quickly sketch out a flow

57
Q

What is Screen in Flow?

A

Provides a user-facing screen that can be used to collect input or display output

58
Q

What are the two Logic elements in Flow?

A

a) Decision - Uses conditions to determine where to route users next in the flow. b) Assignment - Changes the value of a variable

59
Q

What does the Sub-flow element of Flow do?

A

References another flow and calls that flow at runtime. Subflows allow you to reduce the complexity of a flow by re-using other flows

60
Q

What is an Apex Plug-ins in Flow?

A

Represents a piece of Apex code that you can call from the flow. Apex code allows you to add complex business logic to the flow, such as converting a lead or sending an email

61
Q

When can you add a Resource in Flow?

A

From the Resources Tab or when adding a new element.

62
Q

Which Flow element would you use to set or change the value of a variable?

A

Assignment

63
Q

Which Flow element would you use to create a new record?

A

Record Create

64
Q

Which Flow element would you use to wrap up the call?

A

Screen

65
Q

Which Flow element would you use to determine if the customer is interested in a promotion?

A

Screen

66
Q

Which Flow element would you use to route the flow differently based on customer’s response to question?

A

Decision

67
Q

Who can run flows?

A

Users with the “Run Flows” permission

68
Q

What does the ? in a Flow url do?

A

It allows you to pass in a variable

69
Q

What is the “Concatenate Operator” in Flow urls?

A

&

70
Q

What does “&” in a Flow url do?

A

It allows you to concatenate multiple arguments together

71
Q

What does the return URL do?

A

It allows you to specify where to return the user when the flow is complete

72
Q

How to you indicate the return URL?

A

retURL=

73
Q

True or False: Role Hierarchy should normally mimic the org structure.

A

FALSE

74
Q

True or False: Force.com allows you to bring your custom interface to any device

A

TRUE

75
Q

What are Divisions used for?

A

Very Large Organizations (VLO) with a high volume of data, to enable segmentation of data.

76
Q

What results does Division-ing impact?

A

a) Searches b) List Views c) Reports

77
Q

Which entitlement model would you use for “Sells premium customer support separately from its products”?

A

Entitlements + Service Contract

78
Q

Which entitlement model would you use for “Provides basic web support on its products with no service contract”?

A

Entitlements only

79
Q

Which entitlement model would you use for “Manages individual customer entitlements through a service contract”?

A

Entitlements + Service Contract + Line Item

80
Q

What are the three steps involved in Entitlement Management? Hint: D-S-A

A

a) Determine Entitlement model b) Setup entitlements c) Automate milestones and entitlement process

81
Q

Entitlements allows you to: Hint: D-M-V-E

A

a) Define service levels for support b) Manage entitlements, service contracts c) Verify eligibility d) Enforce service levels via automated process

82
Q

For which KPI area is ASA (Average Speed to Answer) a driver?

A

Customer Satisfaction

83
Q

For which KPI area is CPC (Cost per call) a driver?

A

Cost of Service

84
Q

For which KPI area is CPA (Calls per agent) a driver?

A

Cost of Service

85
Q

The SoftPhone is located in the sidebar and only appears if you are:

A

a) Assigned to a call center b) Using a machine with CTI adapter installed

SFDC Service Cloud (1 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions