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Salesforce Admin Cert > Service Cloud for Lightning Experience > Flashcards

Service Cloud for Lightning Experience Flashcards

1
Q

This Salesforce feature is an easy to use customer service application that can help you provide and track excellent service.

A

Service Cloud

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2
Q

A feature of Service Cloud where it is a help desk that lets anyone on your service team (or anyone from the company) see a personalised view of each customer and base.

A

Service Console

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3
Q

A feature of Service Cloud where it is a customisable record in Salesforce that tracks and describes a customer issue, complaint, request, etc. All unifying information about a customer is stored on a Case so that everyone in the service can jump up to help.

A

Case Management

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4
Q

A feature of Service Cloud where agents can tracks any useful information and engage with customers on their favourite channels, devices, or apps to provide a great service experience.

A

Channels & Digital Management

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5
Q

A feature of Service Cloud that is when a case arrives, its information is automatically assessed and routed to the right people to match their custom workflows set up for your team. Notifications keep your service team on track before they miss any key items, responses and source agreements.

A

Automatic Workflows

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6
Q

A feature of Service Cloud that finds, shares and stores articles or answers related to cases to speed up service.

A

Knowledge Base

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7
Q

A feature of Service Cloud that is an information about cases is available in Service Metrics to gauge your business’ response times, resolution times and overall service health.

A

Instant Metrics

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8
Q

A feature of Service Cloud where all your business data, customised processes and unique workflows come together in one simple place.

A

Mobile and Field Service Ready

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9
Q

Name 5 parts of Service Console

A
  • Split Views
  • Related Record and Related List Components
  • Highlights Panel Component
  • Compact Case Feed
  • Knowledge Component
  • Preconfigured Utility Bar
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10
Q

Service Console part where you can see a list alongside with your workspace to quickly work with incoming customer issues.

A

Split Views

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11
Q

Service Console part where you can see information related to a customer to get a well-rounded picture of their issue and who they are.

A

Related-Record and Related List Components

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12
Q

Service Console part where you can spot exactly what you need and centre to respond to customers quickly.

A

Highlights Panel Component

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13
Q

Service Console part that understands the progression and case history at a glance with a news-like feed and preconfigured pages

A

Compact Case Feed

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14
Q

Service Console part where you can see suggested articles from your knowledge base to solve cases faster.

A

Knowledge Component

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15
Q

Service Console part where you can increase productivity with tools, such as Notes to jot things down or History to go back to previous records.

A

Preconfigured Utility Bar

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16
Q

Another feature of Service Cloud where you connect your customers to your service centre. It is basically Dashboard for all Service.

A

Service Setup

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17
Q

Name 4 Benefits of Service Setup

A
  • Guided Setup Flows
  • Service Metrics
  • Recommended Setup
  • Setup Tree
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18
Q

A benefit of Service Setup that follows simple steps to make email and social channels up and running, ready to turn customers issues into Case.

A

Guided Setup Flows

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19
Q

A benefit of Service Setup that you can glance at dashboard to monitor service performance and check team’s health and overall customer satisfaction.

A

Service Metrics

20
Q

A benefit of Service Setup that discovered simple steps to setup key features, learn about Service Cloud and get plugged to the Salesforce Community.

A

Recommended Setup

21
Q

A benefit of Service Setup that explores branches of Setup Tree and Check features that are in disposal

A

Setup Tree

22
Q

Name 4 stages of Service Cloud Setup Process

A
  • Automatic Case Management
  • Add Multiple Channels
  • Capture Knowledge
  • Expand Efficiencies with AI
23
Q

A stage of General Service Cloud Process where you route customer questions, comments and feedback to right people and places with as little work as possible.

A

Automatic Case Management

24
Q

A stage of General Service Cloud Process where you engage your customers on their favourite communication tools, such as phones, emails, websites, social media, etc. It also syncs all your channels to one console.

A

Add Multiple Channels

25
Q

A stage of General Service Cloud Process where it stores all useful information in an easy-to-search knowledge, base so helpful articles are just a click away.

A

Capture Knowledge

26
Q

A stage of General Service Cloud Process where it includes AI to streamline tasks and predict service before it’s needed.

A

Expand Efficiencies with AI

27
Q

This Salesforce feature under Service Cloud that organises customer cases into one place and making sure they go to the right person, for the right answer, by the right time.

A

Case Management

28
Q

Name 4 Case Automation Tools

A
  • Queues
  • Assignment
  • Escalation Rules
  • Auto-Response Rules
29
Q

A Case Automation Tool that automatically prioritises your support team’s workload by creating lists from which specific agents can jump in to solve certain types of cases.

A

Queues

30
Q

A Case Automation Tool that automatically assigns incoming cases to specific agents so that the right people work on the right cases.

A

Assignment Rules

31
Q

A Case Automation Tool that automatically escalates cases to the right people when the cases aren’t solved by a certain time.

A

Escalation Rules

32
Q

A Case Automation Tool that automatically send personalised email responses to customers based on each case’s details

A

Auto-Response Rules

33
Q

A Case Management Tool where you can customise a case page’s contents along with that is visible to them. You can also customise the structure of the page, and the position of its components, along with a Lightning App Builder.

A

Page Layout Editor

34
Q

A Case Automation Tool that provides standardised communications sent to customers from case to save time.

A

Email Templates

35
Q

A Case Automation Tool that corrects the level of support for customers. It defines, enforces and tracks services agreements and service contracts as part of support management process.

A

Entitlement Management.

36
Q

A Case Automation Tool that helps support agents automatically complete repetitive tasks on cases, so that they can spend time doing more important things.

A

Macros

37
Q

A Case Automation Tool that creates pre-defined messages for support agents. It saves times and standardises on messaging to customers.

A

Quick Text

38
Q

A Case Automation Tool that gives support agent quick access to productivity tools

A

Utilities

39
Q

Boost phone productivity by integrating Salesforce with third-party computer-telephony integration (CTI) systems. See Salesforce data for incoming calls, make outgoing calls directly from the console, and report on call outcome, duration, and more.

A

Voice, Call Center, and Open CTI

40
Q

Help customers find answers, log cases, and update orders on their own from self-service web experiences. Customize, create, and brand help centers with easy-to-use templates, components, and apps.

A

Self-Service Help Center

41
Q

Help support agents listen, respond, and log cases for customers on social platforms like Twitter, Instagram, Facebook, and more. Use keywords, classifiers, and language detection to make sure that agents find the right posts and work the right issues.

A

Social Customer Service

42
Q

Engage with customers browsing the web with real-time, live chat. Quickly embed unobtrusive chat capabilities on company websites for both desktop and mobile browsers to let customers chat with agents and deflect cases before they get logged.

A

Chat & Embedded Service

43
Q

Add service to mobile apps so that customers can get help from apps on phones and tablets. With an SDK (software development kit), developers can let customers create and manage cases, live chat with support agents, video chat and screen share with agents (Visual Remote Assistant), and view knowledge base articles on the go.

A

Snap-ins for Mobile & Visual Remote Assistant

44
Q

Engage with customers using messaging apps like SMS text and Facebook Messenger, so that they can connect with support agents instantly from anywhere. Help agents manage multiple text conversations at once and see each text alongside relevant Salesforce data.

A

Messaging

45
Q

Support onsite visits out in the field with mobile solutions like job schedules, van inventory, and more—with or without web connections.

A

Field Service

Salesforce Admin Cert (12 decks)

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