Service Cloud Solution Design (15%)

Question 1

Console: What are the components of the console?

Answer 1

1) List View (top frame): Displays a list of objects
2) Detail Page: (center frame) Same functionality as regular detail page
3) Mini Views: (right frame) Displays records associated with one displayed in the main frame

Question 2

Console: Service Cloud Console - Name four benefits over a standard console?

Answer 2

1) Fewer clicks
2) Less scrolling
3) Multiple related records on one screen
4) Maintain context - limit switching between pages

Note: Requires “Service Cloud User” feature license purchase

Question 3

Console: Service Cloud Console - Name the 4 screen features?

Answer 3

1) Tab (Account) + Sub Tabs (Contact, Case)
2) Highlight Panel
3) Interaction Log
4) Soft phone call control tool in footer (rather than sidebar that would take up valuable screen space

Question 4

Case Related Lists: Which 7 related lists help you manage details of a case?

Answer 4

1) Solutions
2) Open Activities
3) Case Team
4) Activity History
5) Case Comments
6) Case History
7) Attachments