SERVICE CLOUD ESSENTIALS

Question 1

What are the basic features of Service Cloud Essentials?(8 total)

Answer 1

Cases(support case)
Case Feed
Console(service console)
Help Center
Lightning App Builder
Macros
Email, phone, web chat, and social support
Reports and Dashboards (limited)

Question 2

What are (support) cases?

Answer 2

are customer feedback or issues that need to be addressed.

Question 3

What is Case Feed ?

Answer 3

news-feed–like display that shows you and your team everything that’s happening with a support case

Question 4

Case Feed is so helpful because it shows a timeline for a ________history, that is use to for resolving cases.

Answer 4

case’s

Question 5

The ________ console is a single screen that gives your team a 360-degree view of each customer and where that customer is in your support process.

Answer 5

service

Question 6

_______Center enables customers to find their own answers to frequently asked questions.

Answer 6

Help

Question 7

The ____________ _____Builder is a point-and-click tool that helps customize your service console

Answer 7

Lightning App

Question 8

Productivity tools like ______ builders let your team set up common responses

Answer 8

macro

Question 9

Service Cloud Essentials, you can connect our web chat feature with your (multichannel) like

Answer 9

email, 
Facebook, 
Twitter, 
Instagram and 
Youtube accounts all on a single screen (the service console)